Uber Technologies

Initial Business Response /* (1000, 16, 2016/02/25) */
Uber is happy to have the chance to look in to this. We've reached out previously to this partner to address these concerns and provide explanations for them. We hope this matter has been resolved satisfactorily for them.
Initial Consumer...

Rebuttal /* (3000, 18, 2016/02/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Matters hasn't been solve, nothing has changed, since day one l've been trying to solve this problem with Uber, they just don't care. The categories must be maintain for the good of our investment, everyone on its place and other things.

Initial Business Response /* (1000, 7, 2016/01/04) */
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 incorrectly charged. 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, 8, 2015/12/23) */
Uber's local Driver Ops have worked extensively with this partner to address this and other issues.
Our records conclusively show that this driver applied to be a partner on October 1st; his background check was started on October 4th and he...

was then made active on October 10th. We have welcomed him to forward any original email correspondence from Uber (or a screenshot of it) that indicates that he applied on September 17, but, as we have repeatedly said, we cannot accept a partial photo of a printed-out piece of paper as confirmation, as our system data does not match his claim.
The partner has agreed to the terms of his Partner Service Agreement, which is available for his review in his partner dashboard. At this time, we consider the matter closed.
Initial Consumer Rebuttal /* (3000, 10, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not true at all. THey have no records that show I applied on October 1st because I asked them repeatedly for something that shows that and they have no record of anything. I sent them a photo of the email because that is what they requested and I did not save the email that was sent to me. It was sent to me by Uber so they should have a copy of this. I have offered to fax a copy of the printed out email or mail it to them directly. I was told to take a picture of it and send it to them as it would be the quickest. I followed Ubers instructions to have this handled and fixed and yet they have still done nothing but ignore it. The email I received from Uber [redacted] shows I sent them the information they needed as they thanked me for sending it and said they were going to resolve it now that they had the info showing when I applied. It is very clear that I applied on September 17th and I have record of this, while Uber on the other hand does not. I provided the information they requested and can still fax or email it to them also if needed.

Uber is glad for hte chance to look in to this concern. On August 22nd, one of our agents provided this partner with a link where they can print a temporary trade dress. Our local teams in each city handle these matters, so if the partner had further concerns or questions about their trade dress, it...

would be best for them to stop in to one of our Greenlight Hub locations in their area.

Initial Business Response /* (1000, 5, 2015/08/11) */
Uber is grateful for the chance to respond to this issue.
Providing reliably safe and pleasant trips to our riders is extremely important to us. Unfortunately, this partner driver's account has been deactivated due to repeated issues with...

trip and service quality. She was notified that her driver rating had become unacceptably low and that her account was under a four-week quality review period. She was also informed of classes offered by our Dallas Driver Support Center that are designed to help our partner drivers to provide more professional service and increase their ratings. Because no improvement was made during this process, and based on previous ratings and feedback, Uber Technologies is no longer able to partner with her.
Again, we appreciate the chance to reply.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I disagree with this reply due to the fact that some information was false. I recited a text message basically informing me of the 4 week review and so forth. I still have the screen shot. No where in that small text message was there any information about any classes- That's false. Otherwise I would of went due to the fact when you apply you just go off a video that's a few minutes. That's it. No further training or information. As far as safety, that's also false. The 1st day I worked for this company I was sexually harassed by a customer, it was two drunk males and myself a female alone. 1 of the guys grabbed my chest and kept telling me to take off my clothing. I didn't know what to do it the situation, why? Because I wasn't and every other employee wasn't trained or told what to do in that situation especially being a female. In this situation I still took these two males home, safe and sound. Improper training which could cost someone their life and or rape. After getting this "4 week notice" My ratings did go up (: which I also have screen shots and print outs from the beginning and end from each day/night I worked. Now being that I only worked 2 days out of 7 days, my rating isn't going to go up as quickly as it would, clearly. But regardless, it still was improving. I don't think it's fair for not only this company to reply with false information but to also treat there drivers like [redacted], who if it wasn't for us- It wouldn't be making the company a dime. If in the 4wks and my rating is SLOWLY increasing- And they only give me 2 out of 4 weeks said... That's not how you treat workers or do business. I was originally going to the Internet and posting my screen shots to show future drivers etc.. but decided it could be something possibly worked out. Nothing can be worked out if this company keeps giving out false claims/information.
Final Business Response /* (4000, 9, 2015/08/25) */
The safety and security of both our riders and partner drivers is paramount, and we took this report of unruly and inappropriate passengers [redacted] seriously. When the complainant reported an incident, our Community Support Team took immediate action per our policy. The report was escalated to senior managers, who contacted the driver AND the passengers [redacted] a full report of the alleged incident. The rider's account remains suspended.
Uber strives to offer a reliably professional experience for our riders, and to maintain a consistently high-quality performance from our partner drivers. The driver's account was deactivated because of repeated issues with trip and service quality. At this time, we consider the matter closed.

Initial Business Response /* (1000, 5, 2015/06/07) */
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 surged 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 find an alternative ride. Our records show that the customer was shown the surge notification, then accepted the surged rate of 7.2X at 11:59 p.m.
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 fare estimator prior to riding and received an estimate of $213.30-$346.50, which reflected the current surge rate of 7.2X the normal fare. Her final fare is within the range of the estimate she received.
Our Community Support Team responded promptly to this rider's initial support request. Because this was her first surge 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, 7, 2016/01/05) */
Uber is grateful for the chance to address our service issues.
When the rider initially contacted us saying that the upcharge for additional passengers [redacted] unwarranted, our Community Support Team reviewed the trip and immediately adjusted the...

fare back to the original amount. They also forwarded her feedback to our NJ Driver Ops, who determined that the driver had provided an incorrect trip number when requesting an additional charge for a ride the same evening. We sincerely apologize to this rider for the frustration and inconvenience she experienced, and we have issued an additional ride credit with the sincere hope that she will continue riding with us. Thank you again for the chance to reply.

Initial Business Response /* (1000, 7, 2015/07/09) */
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. In this case, this rider's payment method was flagged by our system and her account was...

suspended. 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 Support Team has verified her payment information and reactivated her account. As the rider states, Uber riders may not request a ride when their account is in arrears. All outstanding balances have now been settled and the account is now in good standing. We do apologize for the delay in reaching a resolution and have issued ride credit to this valued Uberer as a sincere thank-you for her patience. Again, we appreciate the chance to respond.
Initial Consumer Rebuttal /* (3000, 9, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this for many reasons. Like I mentioned I did provide all the requested verification information, and my account was active all for it to be disabled again 12 hours later, not even giving me the option to pay. I must have sent out over a dozen emails begging someone to respond to my issue. Meaning this got sent out (hopefully) to more than one support team member. I heard nothing for a day and a half. When I had originally sent this complaint, this issue was happening. The lack of communication your support team provides will be your greatest downfall in this company.

Initial Business Response /* (1000, 5, 2015/07/02) */
Uber is grateful for the opportunity to respond to this issue, as we are adamant about being upfront and transparent about our fare pricing. Our Community Support Team has reviewed this trip and confirmed that the fare is correct for the time,...

distance traveled and vehicle type. The Uber app features a fare estimator that provides fare quotes for all available vehicle classes, 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 his trip in UberBLACK, Uber's premium, higher-priced option. He received an estimate of $74.XX-XXX.60 (please see attached screenshot), which reflected the current surge rate of 1.9X the normal fare. His final fare was within the range of the estimate he received. We have re-sent a receipt showing the fare breakdown, then instructed this rider how to select a vehicle type in the Uber app for future trips. Again, thank you for the chance to respond.

Initial Business Response /* (1000, 7, 2015/11/24) */
Uber is grateful for the chance to respond to this issue.
Immediately after this trip on 10/28, the driver contacted our Community Support Team to report that he had mistakenly touched "end trip" on the Uber app before the end of the ride. He...

provided the actual pick up and drop off locations, and per our policy a team member adjusted the fare to reflect an estimate based on the route and sent an updated receipt to the rider. However, we were very sorry to hear the rider did not feel that his initial support request was handled professionally by our support team, so, to that end, we completely refunded the fare for his trip. We sincerely hope that this matter has finally been resolved to our rider's satisfaction, and again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (2000, 9, 2015/11/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Uber has fully refunded my trip, a resolution above and beyond what I had requested. I am satisfied and have continued to use Uber as a loyal customer.

Initial Business Response /* (1000, 7, 2015/12/07) */
Uber appreciates for the opportunity to respond to this issue, as our riders' safety and security are our absolute highest priority. A senior manager of our Operations Team has reached out directly to these riders to begin an investigation and...

determine whether this partner driver will continue to have access to the Uber platform. We truly appreciate our riders bringing this incident to our attention, and are grateful to them for their assistance as we pursue this matter. Thank you again for the chance to reply.
Initial Consumer Rebuttal /* (2000, 9, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the response, and taking this matter as seriously as I do. Obviously, it was a very scary situation watching an Uber driving off with my husband half way in and halfway out of the car. I would really appreciate you looking by only into this driver, but also your safety hotline representative named "[redacted]," who answered my frantic [redacted], and felt it was appropriate to hang up on me, after asking for help. All around, a very serious matter and overall horrifying experience with Uber. Jeapordizing my husband's life, then handling in such an unprofessional way such as hanging up on someone asking for hel, certainly deters my business going forward. I'll wait for a yellow taxi anytime after this disaster.
[redacted]

Initial Business Response /* (1000, 12, 2015/12/14) */
Our Community Support Team has worked with this rider to clear up the confusion with redeeming promotional codes internationally. We sincerely hope that this matter has been resolved to his satisfaction and that he will continue to ride with us...

around the globe. Thank you very much for the chance to respond.
Initial Consumer Rebuttal /* (2000, 14, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Uber has resolved this issue. Thank you.

Initial Business Response /* (1000, 7, 2015/09/27) */
Our apologies to this partner driver applicant for any unwanted emails he has received during the onboarding process. We have unsubscribed him from our SMS list, which will prevent any further texts from Uber.

Initial Business Response /* (1000, 7, 2015/12/07) */
Uber is grateful for the chance to respond to this issue.
This partner driver's account has been deactivated due to activity that violates our Terms and Conditions (https://www.uber.com/legal/usa/terms). As our Driver Ops Team has explained,...

the trips required to earn the Referral Incentive payment were taken by the same person who referred the driver, which violates the terms of his contractual agreement. We are therefore unable to pay the Referral Incentive to either partner.
Uber reserves the right to withhold or deduct credits or other features or benefits obtained through the use of Promo Codes/Incentives by any user in the event that Uber determines or believes that the use or redemption of the Promo Code/Incentive was in error, fraudulent, illegal, or in violation of the applicable Promo Code/Incentive terms.
At this time, we consider the matter closed. Thank you again for the chance to reply.
Initial Consumer Rebuttal /* (3000, 9, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Uber claims that my referrer took all the 20 trips I drove while employed under their company. My referrer did not take all of the trips I completed. She only took the first trip and another near the end of the 20 trips. Every trip I drove was legitimate and paid for.

Initial Business Response /* (1000, 7, 2015/09/06) */
Uber appreciates the chance to respond to this issue. Our St. Louis Driver Ops Team has confirmed that the device deposit has been completely refunded and, with the partner's assistance, arranged for the return of the unwanted phone. No further...

charges will be incurred. We are pleased to have reached a resolution, and thank you again for the chance to reply.

Initial Business Response /* (1000, 8, 2015/09/28) */
We are 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 Uber app features a fare estimator that provides fare quotes for all available vehicle classes, and estimates 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 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 indicate that the rider was shown the surge notification twice, and accepted the surged rate of 3.9X at 12:07 a.m.
When the rider initially contacted us about this ride, our Community Support Team confirmed that the fare was correct for the time, distance traveled and vehicle type. In this case, the vehicle type selected by the rider for her 45-mile trip was UberSUV, Uber's premium, higher-priced option. Our team member explained the rate structures for the different classes of vehicles Uber offers, and that the estimate she cited was for our lowest-priced option, uberX (estimates for all vehicle classes are displayed in the estimate results). They sent a detailed breakdown of the fare and instructed her in how to select a vehicle type in the Uber app. As a courtesy, they adjusted this fare to what it would have been in a lower-priced uberXL option and refunded the difference. Uber is not responsible for any overdraft fees incurred. Thank you again for the chance to reply.
Initial Consumer Rebuttal /* (3000, 10, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that I agreed to pay 3.9x the "normal" fare for this trip, but I did not ask for UberSUV and did not need its services, I needed UberX and that is all I wanted and expected to be charged for. I appreciate your partial refund, but I still wish to pay for the service I thought was sent to me. I would have never gotten in the car if I knew what was going to happen and I'd be charged so much. It took us quite a while to connect with a driver and my phone died as soon as we got in touch and verified a pick-up point that we had to walk miles to get to from the event venue. Being charged $500 for a ride that cost $77 a couple hours before would be a huge deal to anyone, let alone the $910 I was initially charged and I thought I would save money by using your services. This was my first time using this app and had heard great things about UberX, like its affordable costs and its convenience, as well as that it would certainly be, "Better, faster and cheaper than a taxi." However, I feel duped and just want to pay for UberX, not UberXL like I'm now being charged for instead of UberSUV. Again, I'm grateful for the partial refund, but would like to get at least half more of my money back ($250: Middle Ground) and/or just charged for the UberX price for my trip that night. Please sympathize with my situation and refund me to a charge that is more than a fair price of 3.9x the UberX price point. Thank you for your help in trying to resolve this situation.

Initial Business Response /* (1000, 7, 2015/09/09) */
Uber is grateful for the chance to respond to this issue. When this rider contacted us on 8/22 about his excessively high fare, our Community Support Team reviewed the trip and found that the fare was incorrect due to a technical error. They...

promptly adjusted the fare to $5 and refunded the difference, along with additional ride credit as a sincere apology for the inconvenience. Our Driver Ops team has investigated the problem further to ensure that it does not reoccur. We truly hope that this matter has been resolved to our rider's satisfaction and that he'll continue riding with us. Thank you again for the chance to reply.

Subject: Case # [redacted]
 
In ref to an case I opened yesterday against Uber Eats or Uber technology,  I wish to inform that I was able to speak with the company in question and come to a resolution. Therefore,  I wish to close this case. I appreciate your assistance...

concerning this matter.

Initial Business Response /* (1000, 7, 2015/08/25) */
We appreciate the chance to respond to this issue.
Uber is designed to be a safe, comfortable and personal experience for our riders. Uber's policy states that partner drivers are expressly forbidden from having any passengers ** their...

vehicle other than those who have requested the trip. This is a very serious issue than will lead to deactivation from the Uber platform. Our Driver Ops team has followed up with the driver for the trip on 7/25 to investigate further and take appropriate action.
When we received negative feedback from this rider about her trip on 7/29, our support team responded immediately to ask for more details, but were regrettably delayed in our response to her reply. An estimate had been run prior to this trip, and her final fare was in accord with the quote she received. However, this fare has since been completely refunded, along with additional ride credit to sincerely thank her for her patience.
We are glad to hear that this rider has enjoyed using the Uber app and has had positive experiences with our Community Support Team so far. Uber takes great pride in the promptness and professionalism of our support team members, and we sincerely apologize for any for the delay in our response. We hope that these issues have been resolved to the rider's satisfaction and that she'll continue riding with us.
Initial Consumer Rebuttal /* (3000, 9, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept, they asked what happened, I told them what happened and didn't receive any response, Uber did not refund my bank account, paypal refunded but don't refund overdraft fees if it's not a bank mistake. Uber estimate was $8-9 for the trip but is suppose to charge $7.40, I can screenshoot my receipts from previous trips. As for the driver who has the 2nd person in the car, I emailed Uber about that as well and never received a response. At the end of the day, they didn't refund me for the overdraft. Paypal resolved the issue by giving my $15 back, the driver charged for UberXL and I ordered a regular UberX and they have my account lock because I was refunded and Uber wants me to pay for a charge that was wrong.

Complaint: [redacted]I am rejecting this response because:the person you speak of is my son and the card used was mine so the error affected mt checking account and cause fees of overdraft I sent your team the proof of the error and got no where and you as well have provided no explanation I am now in touch with my attorney to see what my legless actions are against your company you overcharged my account and because of that my account was overdrawn and fees assessed and you talking about privacy on the account which its related to protecting no one's privacy because no secure information is used on your sight other than my card information.  The way your company does business is dishonest now I see why there was a class action lawsuit against your company.Sincerely,[redacted]