Uber Technologies

Hello,
 
After filing a complaint with Revdex.com, I also filed another complaint with Uber mentioning their unfair practice regarding their pass. The very same day, Uber finally got back to me and agreed to refund the pass value back to my credit card. It took a few days to process it but now I...

have received the refund.
 
I wanted to let Revdex.com know that they can now close/retract the case as the issue has been resolved. Thank you very much for your help and support.
 
Best,
 
--
Regards,[redacted]

Issue has been resolved.

Initial Business Response /* (1000, 7, 2015/07/30) */
We're truly sorry to hear about the frustration this rider encountered with her Uber account. Our Community Support Team has reached out directly to her to help fix the problem with her log-in information (in this case, an incorrect email...

address), and issued additional ride credit with the hope that she'll take a ride with us soon. Again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (3000, 9, 2015/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Uberdoes not seem to understand I can't even access the service. They responded to two emails but did not fix the problem. I cannot log on because it states incorrect password. I click on link and no email is ever sent back to me actually allowing me to reset password [redacted] quit responding to my emails. I asked that my email address credit card info and .mobile number be removed however they haven't and don't respond. does not respond to such requests and I have all the emails to show that. Why can't they delete my information. My mobile I'd XXXXXXXXXX.
I have never gotten this situation corrected. All they keep doing is sending me the link which I never get to reset password. It doesn't work.
Final Business Response /* (4000, 11, 2015/08/16) */
Hi, [redacted]! [redacted] with Uber here. I'm not sure if you received my email from 7/30 (I just re-sent it), but I've corrected your account information, and you should be able to log in and request a ride with no problem. You still have a $20 credit on your account as well. Please reach out to me directly at [redacted]@ext.uber.com if you are still having problems and I'll be happy to help. If you'd still like to delete your account, I can assist with that too. Thank you!
Hi [redacted],
We've received your complaint with the Revdex.com, and I wanted to write to say how sorry I am for the frustration you encountered in trying to use Uber for the first time. I think I can see what happened - there was a typo in your email address (verizon.neR rather than verizon.net), so that prevented you from signing into your account. I'm so sorry we didn't catch that when you first wrote in!
I've corrected the email and changed your password ** "[redacted]" and you should now be able to log in a request a ride with no problems. (Don't forget to change your password ** something unique once you're logged in successfully!) I've also dropped a $20 credit in your account as a sincere apology for all the hassle. You can also enter the promo code [redacted] to get your first ride free up to $20 (the $20 credit will still be there). If you'd still like to delete your account, I can certainly help with that, but I do hope you'll give us another chance and take a ride.
Again, I'm so sorry for the trouble, and please don't hesitate to reach out to me directly if you have any other questions or problems at all.
All the best,

Initial Business Response /* (1000, 5, 2015/07/06) */
Our Community Support Team has reviewed these trips and confirmed that the fares are correct for the time, distance traveled and vehicle type, and are also within the estimate for the route. However, if this rider ever feels that a driver took a...

poor route, or if anything at all about an Uber trip was unsatisfactory, we welcome him to reach out directly to our Community Support Team at [redacted]@uber.com, or just send a reply to the ride receipt. We're always happy to help, and feedback from our riders helps us ensure that all Uber rides are as seamless and professional they expect them to be. Thank you for the chance to respond.

Initial Business Response /* (1000, 10, 2015/11/25) */
We are grateful for the opportunity to respond to this issue.
Uber will always comply immediately with a rider's request to delete their account and all personal and payment information per our Privacy...

Policy
(https://www.uber.com/legal/privacy/users/en). However, when the complainant contacted our Community Support Team, they were unable to locate any account with her name, phone number or email address. Since the complainant also informed us that she was unable to download the Uber app and that no trips were taken, it does appear that the account setup process was not completed and no account was created.

Complaint: [redacted]I am...

rejecting this response because: it did not fully address my complaint. Uber is still charging me surge pricing even though it was my third attempt to request an Uber at the time surge pricing began. I had two Uber drivers cancel my ride at the standard rate, therefore I should not be paying any surge pricing at all. At this point, Uber still owes me a refund. Sincerely,[redacted]

Initial Business Response /* (1000, 15, 2016/02/25) */
Uber is happy to have the chance to investigate these concerns. We have reached out to the rider in order to speak to them directly in order to address this with them. We sincerely hope the matter is resolved to their satisfaction.
Initial...

Consumer Rebuttal /* (2000, 17, 2016/02/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They didn't reach out to me at all but I don't use their services anymore.

Initial Business Response /* (1000, 8, 2015/06/04) */
Uber is grateful for the opportunity to respond, as the safety and security of both our riders and community are our highest priority. Please be assured that our SF Driver Ops team has begun an investigation with the information provided in this...

feedback and will be taking appropriate action. We greatly appreciate the writer calling this matter to our attention, and again, thank you for the chance to reply.

Uber is glad for the chance to take another look in to this concern. As a rider myself, I can definitely understand the rider's frustration with this cancellation that happened. As was previously explained, UberPOOL rates can fluctuate as they are calculated dynamically based on time, distance, as...

well as the likelihood that you may be matched with another rider. Because of this dynamic pricing, these fares may change in the event of cancellations. If the rider has any other concerns regarding this trip, or questions about UberPOOL in general, we're more than happy to help if they reach out to us via our in-app support options.

Initial Business Response /* (1000, 7, 2015/09/27) */
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 were very sorry to hear about the frustrating experience this rider had when trying to contact or leave...

a message for her driver.
For the safety and privacy of both riders and drivers, Uber anonymizes all visible contact information. Uber's partner drivers [redacted] be unable to immediately respond to calls or texts when they are on the road. When these riders reached out to us about their missing bag, our team provided them with the driver's (encrypted) phone number per our policy. When they reported that they were unable to reach their driver, our Lost Items team also contacted him and removed his access to our system while awaiting his response. He reported that he did not find any items left behind in his car after this trip. The riders were also eventually able to reach him, and he told them he did not find their missing items. We're pleased to hear that the riders were ultimately able to retrieve their belongings.
The safety and security of our riders and drivers is of paramount importance to us. Uber has and will always cooperate with law enforcement in the event of any incident involving our partner drivers, and will comply with any formal requests for driver information from the correct authorities. If a rider believes a driver has their property but is refusing to return it, we will encourage them to initiate formal litigation via the police about the matter, and will fully cooperate with any investigation. While personal information for riders and drivers is *never* made available publicly, Uber has complete trip details and driver information for every single Uber trip and stands ready to assist law enforcement should the need arise. Thank you again for the chance to reply.

Initial Business Response /* (1000, 7, 2015/10/14) */
Uber is grateful for the chance to respond. When a rider cancels a ride more than five minutes after the request is accepted and confirmed, a $5 cancellation fee is charged in order to compensate the driver for his or her time when committing to...

a pickup (https://help.uber.com/h/[redacted]).
While we hope to provide phone support in the future, we currently handle all support requests via email. When this rider initially contacted us about this charge, our Community Support team explained our cancellation policy for future reference and gladly refunded the $5 fee. We hope that this matter has been resolved to his satisfaction and that he'll Uber with us again soon.

Initial Business Response /* (1000, 7, 2015/12/07) */
Uber appreciates the chance to respond to this issue. When the riders initially contacted our Community Support Team, they completely refunded the fare for this ride as a courtesy. However, we are unable to offer any further compensation (please...

see "TERMS OF LIABILITY" at https://www.uber.com/legal/usa/terms). Thank you again for the chance to reply.
Initial Consumer Rebuttal /* (3000, 9, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Uber compensate only the fair after a long email exchange but never refund for the dry-cleaning. We are long time user of Uber and spent a few $ here. We were surprised how [redacted] at first tried to make us to give all details of the travel (given they have everything in the system and given we provided all info at first) - they asked for the name of our driver and at the same time they addressed their first email to my husband using the name of our driver. Second - they were doing everything not to take responsibility for what happened. They were given the instruction what I should do to avoid my dress to be damaged rather than issue immediately cost of the ride and for the cleaning services. We would expect to be offered a credit of the dress value so we could use Uber further more. I think Uber needs to work more toward [redacted]. I am expecting to be compensate for my Dolce Gabbana dress that is ruined. I will await further action from Uber

Uber is glad to have the chance to look in to this. On April 14th, one of our agents reached out to this individual in order to assist them further with this concern. We sincerely hope that this concern will be resolved satisfactorily.

Initial Business Response /* (1000, 7, 2015/08/26) */
We are terribly sorry to hear about this rider's bad experience, and her disappointment with the response she received from our Community Support Team. Please be assured that our NYC Driver Ops have followed up with the driver for this trip...

about the reported attitude, unsafe driving and asking for cash - all of which are not tolerated of our partner drivers - and taken appropriate action. The fare for this ride has been completely refunded, along with additional ride credit with the sincere hope that this rider will give Uber another chance. We are always grateful for our riders' feedback so we can improve our performance and make all trips reliably pleasant and professional, and we truly appreciate the chance to respond to this issue.
Initial Consumer Rebuttal /* (3000, 9, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have only received a $20 refund, and I have not received ride credit either. I paid $44.75 through my PayPal and $40 in cash, for a total of $84.75. Please respond.

Initial Business Response /* (1000, 5, 2015/07/13) */
Uber is grateful for the chance to respond to this issue. As our Community Support Team has explained to this rider, Uber's "Give One, Get One" promotional codes expire after three months. Terms and conditions of a promotion code are always...

displayed when a promo code is applied to an account, and riders can also login to their account at uber.com to see the applied promos and their terms.
Additionally, Uber's Rider Help pages states: "Personal invite codes should only be used for personal and non-commercial purposes. This means that you can share your invite link with your personal connections via social media where you are the primary content owner. Public distribution on sites where you are a contributor but not the primary content owner (e.g., Wikipedia, coupon websites) is not allowed. Uber reserves the right to suspend your account and revoke any referral credits if they were earned against our terms."
In this case, the rider was offering his personal "Give One, Get One" promo code for sale on eBay in order to acquire free rides, which is in direct violation of the terms of this offer. His ability to use promo codes has been disabled, and we are unable to honor the value of the promotion. Again, we appreciate the chance to reply.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That seems to be a lie; UBER changed their policy sometime after I earned the rides. All my rides showed expiry date of 12/31/9999. Even today, the promo doesn't say that the rides will expire in 3 months, here is the terms from their website as of today, "Every time a friend signs up with your invite code, they'll get their first ride free (up to $20). Once they've tried Uber, you'll also receive a free ride (up to $20), which will be applied to your account automatically. Offer not valid for UberTaxi"
Secondly, this is the first time UBER is telling me that I was disqualified due to posting on Ebay. They never warned me or informed me about this earlier when contacted. To clarify, I just posted the code on eBay/ twitter/ Facebook/blog and people took it from there, I didn't sell. Out of multiple free rides I had, one was from my friend Nisha Kaushik and the other was from another friend [redacted]. Even after telling this to UBER they didn't credit it back and giving excuses (3 month expiry lie).
This seems to be a scandal by UBER to get new customers without paying for referrals.

Initial Business Response /* (1000, 7, 2015/12/27) */
Uber is grateful for the chance to respond to this issue.
Unfortunately, because a passenger [redacted] in the driver's vehicle, a cleaning fee was added to the fare. Immediately following the completion of this trip, the driver contacted us...

with photos documenting an extensive liquid/solid mess on the upholstery of his car, along with the trip number and a description of the incident per our policy. He was unable to resume working until his car was professionally cleaned and deodorized. The rider was sent an updated and itemized receipt, the driver's photos and a statement of our Cleaning Fee policy.
Our partner drivers' personal vehicles are their livelihood and their source of income. If a passenger ** sick in their car, they are out of business and unable to continue earning until the mess and smell are completely gone. A cleaning fee covers the necessary cleaning, deodorizing and sanitizing of their car. In situations such as this one, drivers pay out of their own pocket to have their vehicle cleaned on their own personal time, and they should be fairly compensated for the cleaning required in order for them to continue to pick up other riders in the safe, sanitary and odor-free condition expected of an Uber vehicle.
Uber's policies are in place to protect the drivers we partner with and provide their passengers [redacted] a reliably clean 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."
We regret the incident, and thank you again for the chance to reply.

Initial Business Response /* (1000, 5, 2015/05/26) */
Uber appreciates the chance to respond to this issue, as we are adamant about being upfront and transparent about our fare pricing.
The fare estimator feature of the Uber app always factors in the rate increase in effect at that time. For...

this trip, our records show that the rider did use the fare estimator prior to riding. He selected the uberXL vehicle option and received an estimate of $1XX-XXX, which reflected the current surge rate of 5.7X the normal fare. His final fare is on the low end of the estimate he received.
We absolutely agree that riders should be should be made aware of the higher cost when dynamic pricing is in effect and be able to make a fully informed choice before requesting a ride. Attached is a picture of the app's surge notification, displaying the current rates for time and mileage and the fare multiplier in effect. During surge periods, it is not possible for an Uber passenger ** take a ride without first approving those rates and tapping the 'I accept higher fare' button. In addition, we require all riders to manually confirm the surge rate when it is over 2.0X. 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 indicate that the customer was shown the surge notification, then accepted the surged rate of 5.7X at 5:35 p.m.
Because this was the rider's first Uber experience, we have adjusted the fare down by 25% and refunded the difference. Again, thank you for the chance to reply.

Initial Business Response /* (1000, 5, 2015/07/09) */
Uber is grateful for the chance to respond to our service issues, and we're truly sorry to hear about this rider's frustrating experience at the Stampede. The reliability of the Uber system depends on drivers being ready and able to accept trips...

when they are online, so it's important that we know of issues like this so we can address them appropriately. Our Community Support Team did not find any driver cancellations on this rider's account, so we ask that she please contact us at [redacted]@uber.com so we can investigate this issue further. Again, thank you for the chance to reply.

Complaint: [redacted]I am rejecting this response because: I have not seen any adjustment as they claimed nor have anyone from their team write to inform of the adjustment Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/08) */
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, then accepted the surged rate of 2.1X at 6:18 a.m. Surged rates apply to all fares, including flat rates.
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 $113.XX-XXX.60, which reflected the current surge rate of 2.1X the normal fare. Her final fare is within the range of the estimate she received.
Our Community Support Team has reached out to this rider by both phone and email to explain that surge pricing is not dependent on traffic. Surge is directly based off of supply and demand, not factors such as traffic or weather, although these factors may be correlated. Again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I absolutely did not use a "fare estimator" nor did I see any estimate of $113.XX-XXX.60. Had I seen that, I would have taken a normal NYC taxi cab for the flat fee of $45.
The entire point of this complaint is that Uber can charge the client any rate they choose whether it be a single rate or 2.1 x surge fare anytime because their fine print says that the surge pricing does not correlate with the traffic, weather, etc. How would an everyday consumer know what their internal "supply and demand" at that exact minute is? The app asks you to accept the surge but never gives an estimate of the actual cost (i.e. the price range of $1XX- XXX that Uber claims it gave me). It only specified the surge. I only found out the price once the trip was completed and an email receipt was sent to me.
It was reasonable, based on the time of morning and lack of traffic for me to believe that the fare would not be outrageous. Uber charged three times the normal fare of any other taxi, limo driver, hired car in the New York City area and is getting away with it by claiming its "surge pricing." It's completely unfair to the consumer.