Uber Technologies

Initial Business Response /* (1000, 7, 2015/11/01) */
We appreciate the chance to respond to this issue.
Unfortunately, because a passenger [redacted] in the vehicle, a cleaning fee was added to the fare. Uber has procedures and guidelines in place that must be strictly followed when a driver...

submits a request for a cleaning fee and before we determine that a rider will be charged. In this case, the driver contacted us immediately following the trip on 9/16 (1:28 - 1:58 a.m. EST) with documentary photos, the trip number and a description of the incident per our policy. The photos showed an extensive mess on the floor and upholstery of his car, and he was unable to resume working until his car was professionally cleaned and deodorized. The rider was promptly sent an updated and itemized receipt, then upon request provided with the photos and a link to our Cleaning Fee policy (t.uber.com/cleaning-fee). When the rider disputed this charge, our Driver Ops team contacted the driver by phone, and he verified that the trip and the passenger [redacted] were correct.
Our partner drivers' personal vehicles are their livelihood and their source of income. When a rider gets sick in their car, they are out of business and unable to earn money until the mess and odor are gone. Drivers 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 safe and sanitary condition expected of an Uber vehicle. When 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 [redacted] an odor-free, sanitary and comfortable ride. Uber'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 Terms. The 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 normal "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 Account. Such 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 vehicles. A 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 applicable. In most cases, this fee will be between $50 and $200, but the exact amount depends on the extent of the damage. You will always receive an updated receipt with an explanation when this fee is being charged."
As the complainant states, riders may absolutely dispute these charges with their bank; however, if a fare is charged back, it shows as an unpaid balance on the their account, and riders may not request a ride when their account is in arrears.
We regret the incident, and again, thank you for the chance to reply.

Initial Business Response /* (1000, 7, 2015/12/01) */
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 it. 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 accommodate the demand in the area. We 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 app. During 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' button. In addition, we require all riders to manually type in and confirm the surge rate when it is over 2.0X. The Uber app features a fare estimator, and quotes received during surge periods will always factor in the rate increase in effect at that time. 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, then accepted the surged rate of 3.8X at 10:39 p.m. The vehicle class selected for this ride was UberSUV, our premium, higher-priced option that seats up to six passengers.
Our Community Support Team has corresponded with the complainant to explain dynamic pricing and why Uber implements surged fares during especially busy times. Because this was his fifth surged ride, we are unable to make any adjustments to this fare. Again, thank you for the chance to reply.

Initial Business Response /* (1000, 10, 2015/07/08) */
Uber is sorry to hear about the trouble this rider is having with data usage on the Uber app. We ask her to please contact [redacted]@uber.com from the email address associated with her account, and we will gladly look at her case again. We also...

recommend reaching out to her mobile phone service provider for more information about any charges incurred.
Initial Consumer Rebuttal /* (3000, 12, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Despite of me writing to the service again, Uber this time agrees that there is indeed an account (congratulations!), however, when it comes to the roaming costs, Uber is again either incompetent or unwilling to give a response.
This is what the agent ("[redacted]") wrote this time:

"It is clear that the Uber app requires data and wifi or 3G. Nonetheless, roaming costs as high as $200 within a few seconds are highly unusual. I strongly recommend checking in with your mobile provider and have their customer support investigate this. This is an issue that needs to be resolved on their side as Uber is not responsible for this."
I would like to continue this complaint due to the following reasons
* Roaming costs this high are "highly unusual" - what does that mean? so it can happen? why does Uber not give any data on how much data the app does in fact use? why does it not mention this to users using its services on roaming?
Without proof from their side that the app could not use that much data, this argument is invalid
* Uber again tries to push responsibility to another player (mobile phone provider), rather than addressing issues it caused itself. I have indeed spoken with the mobile phone provider, they can show how much data was downloaded within a few moments - now it is up to the service that caused this to react! (yes my mobile phone provider's data can show how unusual these kind of roaming charges are)
*Lastly, Uber offers no support whatsoever to its users. This complaint has led them to agree that I actually have an account - yet they do not provide any form of a [redacted] as other service providers are expected to do. If such roaming charges for their app are "unusual", it means that they do occur from time to time and that Uber has an obligation to address this issue.
Plus, by stating that accounts do not exist rather than address people's inquiries, Uber shows a childish behavior not worthy of a global business.
For these reasons, I am more convinced than ever that this complaint must be brought forward and Uber must be brought to offer basic services other operators also have to fulfill!!

Initial Business Response /* (1000, 15, 2016/02/25) */
Uber is happy to have the opportunity to look in to these matters. This partner has come in to speak in person with representatives several times, and they have been able to resolve his issues. We sincerely hope that the matter has been...

resolved to his satisfaction.

Initial Business Response /* (1000, 10, 2015/06/24) */
Uber is grateful for the chance to respond to our service issues. Although we currently handle all support requests via email, we do hope to provide phone support in the future. In the meantime, we welcome this rider to contact our Community...

Support Team at [redacted]@uber.com, or just send a reply to the ride receipt. Our team is always glad to help with any questions or problems at all.
We've investigated the trip on 5/2/15 and found that the driver had mistakenly touched "begin trip" in the app before reaching the rider. We have therefore completely refunded the fare for this non-trip and issued additional ride credit as a sincere apology for the inconvenience. We've also reached out directly to the rider to explain how to cancel a trip in the Uber app, and how to to get in touch with our Support Team in the event of any future issues. Our Driver Ops team will also follow up with the driver about the error and mistimed trip.
We truly hope this issue has been resolved to his satisfaction and that he'll ride with us again soon. Again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (2000, 12, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The Uber representative refunded the money and provided a credit. They said to use "[redacted]@uber.com" for the contact email, however, in the past that has repeatedly come back as undeliverable. I'm hopeful that this will actually work if I need to contact customer support in the future.

Initial Business Response /* (1000, 8, 2015/09/24) */
Uber is grateful for the chance to respond to this issue.
Our Driver Ops team has confirmed that this partner driver was not charged a deposit fee for an Uber-issued phone. We provided copies of payment statements that show that no device...

deposit was charged and all earned fares are reflected. We have no way of editing information on pay statements.
Uber is a tip-free system, and additional tip charges are never assessed to Uber riders or paid to drivers. Uber has never promised or made mention of tips appearing in driver payments.
We apologize if our team's efforts to be of assistance in resolving this matter have been unsatisfactory, but Uber has made every effort in good faith to be provide clear information and documentation to this former partner driver. Thank you again for the chance to respond.
Initial Consumer Rebuttal /* (3000, 10, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am very dissatisfied with uber technologies, inc response! Revdex.com they are definitely lying because as you saw in the emails I sent you per conversations that took place between myself and uber they admitted that they would refund me for the uber phone which they did deduct from two of my previous paychecks! I definitely do not believe them when they stated that they have no way of editing their website I mean really what company cannot edit their own website! They deleted the miscellaneous category from which they deducted the uber phone fees from my paycheck because they know that this is evidence against them!! As you also saw Revdex.com by the videos I sent to you that uber is an illegitimate company by how they mistreat their driver employees and rip off their riders all over the country!! As I also mentioned before regardless of what they say uber does owe me $35 additional to the $100 for a whole week of work they did not pay me for which they refused to pay me!! Thank you once again Revdex.com for your response all I want from uber is to pay me the money that is rightfully owed to me and to have no more dealings with this corrupt organization!! Thank you once again Revdex.com for your concerns and cooperation on this urgent matter and have a great day!

Initial Business Response /* (1000, 5, 2015/08/06) */
Uber is truly grateful for the chance to address our service issues. Our sincerest apologies to this valued rider for the frustration and inconvenience she experienced during her ride on July 20. When she initially contacted our Community...

Support Team about this matter, they immediately adjusted the fare to what it should have been based on the pick-up and drop-off locations and refunded the difference, along with additional ride credit to thank her for her patience. They then forwarded her feedback to our Chicago Driver Ops, who have since followed up with the driver of the trip and taken appropriate action. Again, we apologize for the inconvenience, and thank you for chance to reply.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Uber, again, has not addressed how they have devalued my time. This ride took an extra 50 minutes, which has not been compensated for. In my correspondence with Uber, I said that I do not wish to have Uber credit as I do not wish to utilize their service after this stressful experience. I would like a refund. It is insulting to the consumer that this ride would be considered full price after this experience; and then to try to have the consumer utilize the service again with credit is poor [redacted] and poor business practice. As the consumer, I feel like I am being taken advantage of and all I ask if that I have a refund for such a terrible experience.

Initial Business Response /* (1000, 5, 2015/06/03) */
Uber appreciates the chance to respond to this issue, as the security of our customers' account information is of the utmost importance to us. Our Community Support Team has investigated and found no evidence of a system-wide breach at Uber....

When this rider initially contacted us, we immediately changed the rider's log-in information so that any unauthorized users were logged out, then disabled the rider's payment method to prevent further unapproved charges. The fares in question have been completely refunded, and we stand ready to assist further in any way we can.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Uber did finally refund the money but the statement that they disabled the payment method is incorrect since they allowed two subsequent charges ( one for $770.00) after being notified of the suspected fraudulent activity on the account.
[redacted] is very difficult to deal with as they do not have a phone number so its impossible to talk with a real person. When you do communicate with them via email the reps keep changing and you have to start the process all over again.

Initial Business Response /* (1000, 5, 2015/07/30) */
Uber is grateful for the chance to address any service issues. Our Community Support Team has fully refunded the fare for this trip. We appreciate the rider bringing this matter to our attention, and again, thank you for the chance to...

reply.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/09) */
Uber is grateful for the chance to respond to this issue. Our Community Support Team has explained to this rider that once a promo code is added to an account, it will apply automatically toward the next trip taken. Riders cannot selectively...

choose which trip it will apply to, and a promotion cannot be re-issued once it has been used. We've directed her to our Rider Help Page (t.uber.com/select-promo) for information about applying Uber's promo codes and our "Give One, Get One" free rides program. Uber is not responsible for any overdraft fees incurred. Again, thank you for the chance to reply.

Uber is glad for the chance to look in to this concern. This rider was charged no fee for the cancelled trip. We have refunded their fare for the trip that they were charged for due to this negative experience.

Initial Business Response /* (1000, 10, 2015/11/25) */
Uber appreciates the chance to respond to this issue, as the security of our customers' account and payment information is of the utmost importance to us. When this rider initially contacted our Community Support Team, they immediately changed...

her log-in information so that any unauthorized users were logged out, then disabled the payment method to prevent further unapproved charges. The unauthorized fares were completely refunded, and the account and all personal and payment information were deleted per the rider's request. Our sincerest apologies for the hassle and inconvenience, and thank you again for the chance to reply.
Initial Consumer Rebuttal /* (2000, 12, 2015/11/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you.

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, 7, 2015/09/17) */
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 Team has been alerted and stands ready to assist, and we hope to resolve this matter as soon as possible. Thank you again for the chance to reply.

Final Consumer Response /* (2000, 11, 2015/08/26) */
The business, according to "new information" has cleared my account of the -$250. My account, has, according to Uber been reactivated for use. I have yet to confirm this by successfully getting a ride from location to location.

Initial Business Response /* (1000, 8, 2015/09/17) */
Uber is grateful for the chance to respond to this issue. We have verified that our Chicago Support Center has shipped the complainant's phone via FedEx to her home at no charge. We do apologize for the delay, and we truly appreciate the rider's...

patience as we resolved the problem. Again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (2000, 10, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Uber is glad to look in to this concern. On July 3rd, one of our agents reached out to this individual in order to provide more information and to get this concern resolved for them. If there other concerns this rider has, they can refer back to this e-mail in order to get a resolution.

Initial Business Response /* (1000, 7, 2015/09/24) */
Uber is grateful for the chance to respond to this issue.
All metered fare rates for UberTAXI service in [redacted], ** are set by the City of [redacted], specifically the department of Business Affairs & Consumer Protection. Uber has no control...

over that pricing, nor do we have any legal ability to adjust a fare after the fact. City 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 destination.
Our rate information page at uber.com/[redacted] states: "Use Uber to request and pay for a taxi, at standard taxi meter rates plus a $2.00 booking fee. A gratuity is automatically added for the driver. The amount is changeable online and defaults to 20%." Riders may change their default gratuity percentage for uberTAXI trips in the Uber app.
We advise this rider to contact the City via their website (http://www.cityof[redacted].org/city/en/depts/bacp/provdrs/consumer/svcs/consum...⇄ to address any fare disputes. Again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (3000, 9, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not what I was told I was never warned by uber when I ordered a cab about any of that.

Uber is glad for the chance to look in to this concern. On July 22nd, one of our agents reached out to this rider in order to provide further information about this difference in the fare. We always encourage our riders to use the fare estimator option in app and to ensure that they're always...

selecting the proper vehicle class before making their request (uberX vs uberSELECT as with this case). We sincerely hope that the outcome of this concern has been to the rider's satisfaction.

Initial Business Response /* (1000, 7, 2015/11/30) */
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 it. 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 accommodate the demand in the area. We 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.
Uber's fares are determined by the app, not the driver. 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 ** request 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. During surged periods, the fare estimator in the Uber app will *always* factor in the rate increase in effect at that time. That rate does not change once the rider selects "REQUEST RIDE." 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, then accepted the surged rate of 2.1X at 1:11 a.m.
Our Community Support Team has corresponded with the complainant to explain dynamic pricing and why Uber implements surged fares during especially busy times. Again, thank you for the chance to reply.