Uber Technologies

Initial Business Response /* (1000, 7, 2015/07/29) */
Uber is grateful for the opportunity to respond to any service issues, and we are very sorry to hear about the trouble this rider encountered when requesting a ride with us. Our Community Support Team was unable to locate account information or...

any support requests from this rider, so they have reached out to him directly for more information so we can investigate this matter further. We await this rider's response, and again, thank you for the chance to reply.

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, 7, 2016/01/04) */
Uber appreciates the chance to respond to this issue. Our Community Support Team has reviewed this rider's account and found that it is in violation of Uber's Terms of Service (https://www.uber.com/legal/usa/termsunder "3. Your Use of the...

Services" "User Accounts"), which state "Unless otherwise permitted by Uber in writing, you may only possess one Account." Unfortunately, we will not be able to reactivate this account. Thank you again for the chance to reply.

Initial Business Response /* (1000, 7, 2015/09/07) */
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 charges to this rider's credit...

card, 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. Our sincerest apologies for the delay while our payments specialists investigated the unapproved charges. Uber's Community Support Team has assured her undoubtedly that these charges were not the result of a security breach to the Uber system. Unfortunately, when they tried to refund the charges, they we were unable to as the complainant had already charged them back through her credit card company. We sincerely hope that she has been able to completely resolve this matter with her bank. In the meantime, our team has blocked her credit card from any further transactions on the Uber platform, and permanently banned the accounts that had added it to their payment profiles. We have issued ride credit as a sincere apology for the inconvenience and frustration, and we hope that she'll continue riding with us. Thank you again for the chance to reply.

Initial Business Response /* (1000, 15, 2015/12/16) */
Uber is grateful for the chance to respond. When our rider initially contacted us about this issue, our Community Support Team asked for more details about the suspected duplicate billing (screenshot of statement, payment method details) so...

they could investigate further, but did not receive a response and were unable to proceed. Our team has since reviewed this account and found that after four attempts, the fare of $26.59 for a ride on 11/8 was settled (once) on 11/17, and the account is now in good standing. Thank you again for the chance to reply.
Initial Consumer Rebuttal /* (4200, 21, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So now comes the lies.I was told before about supposed multiple accounts asked for proof and was given no evidence of this.What does that even have to do with Uber taking my hard earned money.Im not taking anything up with my bank when Uber were the ones who took the money.You lie?You steal?What kind of company are you?At this point I see that you're just going to continuously play and not give me my money back so I'm gonna ask the Revdex.com if there is any other way to escalate this to a higher level.Not once have you apologized for the issue at hand,offered me any kind of compensation,not even a free [redacted] ride for this debacle that Uber is at fault for but,come back with allegations with no kind of evidence.This is frustrating,I have absolutely no reason to lie and have been a loyal customer for awhile now.Its a huge slap in the face to be treated like this.Ive backed this company with good reviews.When people would down this service,saying its taking jobs from cab companies and other services,when people would say if unsafe,I would lay out the benefits of Uber and let them know of my good experiences,I would introduce it to people who had no idea of it.Now to be cheated and accused with not even a slight bit of remorse from the company is truly sad and an absolute lousy way to treat a customer.

Initial Business Response /* (1000, 8, 2016/01/05) */
Uber is grateful for the chance to respond to this issue, as the safety and comfort of our riders is of the utmost importance to us. We are terribly sorry to hear about this rider's bad experience on her ride on 12/3. Please be assured that our...

NYC Driver Ops have followed up with this driver and taken appropriate action, as the attitude and rudeness the rider described are absolutely not tolerated of our partners and can result in deactivation from the Uber platform. We greatly appreciate our rider calling this incident to our attention, as feedback from our riders helps ensure that we have only the safest, most professional drivers on our system. To that end, we have fully refunded the fare for this trip and issued additional ride credit, with the sincere hope that this rider will continue Ubering with us. Thank you again for the chance reply.
Initial Consumer Rebuttal /* (2000, 10, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would like to thank Uber for their response to this matter and I am completely satisfied with the resolution.

Complaint: [redacted]I am rejecting this response because:[redacted] has assisted be with...

returning the blow 3 charges that have accrued but I have yet to be refunded the blow 3 charges from my bank account being overdrafted.  It's not a bank error and is not my fault but Uber won't pay.  If you know my account has been hacked,  which is why you have refunded the purchases,  why aren't you refunding the $87 in fees I have accrued due to this error?Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I should have been refunded the amount for the ride as well. Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/11/30) */
Our Community Support Team is working directly with this rider to answer all questions and address her concerns. We sincerely hope to reach a resolution and that this valued rider will continue Ubering with us. Thank you very much for the chance...

to respond.
Initial Consumer Rebuttal /* (3000, 9, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel I deserve uber credits for all my lost time and money!!!!
Thank you

Uber is glad for the chance to take a look in to this concern. As one of our agents has mentioned to this individual, their account is in the process of being deleted. Additionally, the refund this rider has requested is also being processed. Because of the holiday, this may take longer than we...

normally expect.

Initial Business Response /* (1000, 7, 2015/09/24) */
Uber truly appreciates the chance to respond to this issue. A senior manager of our Incident Response Team has reached out directly to this rider by phone, and the driver's account has been deactivated pending an investigation. We are terribly...

sorry that this did not happen immediately when this rider initially contacted Uber to report the problem, as the support request was unfortunately misrouted. This is not at all in line with our policies or up to our standards, as reports of threatening or harassing behavior from a partner driver are to be treated as Urgent by our Community Support Team. The safety and security of our riders is of the utmost importance to us, and misconduct such as the rider describes is absolutely not tolerated of our drivers and will result in removal from the Uber platform. We sincerely apologize to our rider and his friend for the delay in our response, and we are grateful to them for bringing this matter to our attention. Thank you again for the chance to reply.
Initial Consumer Rebuttal /* (2000, 9, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the response from Uber. Based on the information they provided, it appears they are giving this situation the importance and attention it deserves. I look forward to using their services in the future.

Uber is glad for the chance to look in to this concern. One of our agents recently reached out to this rider in order to explain this fee for them. We received reports from this driver that some of the mess did end up between the crack in the window and the door,which is why the fee assessed is the...

amount that it was. Any further concerns this rider has about this fee can be addressed to the email with our support rep.

Initial Business Response /* (1000, 7, 2015/08/27) */
Uber appreciates the chance to respond to this issue. Our Community Support Team has reviewed this rider's account profile and found that it 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 Consumer Rebuttal /* (3000, 9, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How many times should I tell you that there is no violation of your terms and conditions.
I have never been [redacted] off so much because of a company's foolish response.
Did I ask you to HONOR the value of promotion ?? There never was a promotion, I never referred knowingly or unknowingly.
I dont want you to honor the promotion, it never existed because I never referred anyone in anyway.
im not looking for a promotion okay. I HAVE CONTACTED YOU BECAUSE I DONT WANT YOU TO LABEL MY ACCOUNT AS ABUSE ACCOUNT. I NEVER DID AND I NEVER WAS AND I NEVER WILL
I DONT WANT PROMOTIONS AND I HAVE ALREADY CLOSED MY ACCOUNT

Uber is glad for the chance to look in to this concern. On September 2nd, one of our agents reached out to this individual in order to fulfill this request for them. We sincerely hope that this resolution has been to their satisfaction.

Complaint:...

[redacted]I am rejecting this response because: I seriously have an issue that the money was taken out without consulting me first.  Then even after I stated that I had proof on camera that I had no "open container" to cause a clean up, Uber support responded with an answer that completely blew off my side.  This allows drivers to completely scam the clients, with no recourse.  Uber only responded with a refund after I brought a complaint to the Revdex.com.  This policy needs to be changed.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  the onus is not on me to navigate through Ubereats's tabs.  I received the promotional through my email.  I responded to the email from Ubereats twice and told them that the coupon was never applied to my order.  If there is a problem with Ubereats record keeping, that should not become my problem.  I have attached the emails so that Uber can see for itself that the company did indeed send me a coupon and not honor it.Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/10/21) */
Uber appreciates the chance to respond to this issue, as the security of our customers' personal and payment information is of the utmost importance to us.
When this rider initially contacted us about unauthorized bank charges, a Support...

Team member unfortunately responded only to the issue of the overdraft fees incurred, and did not address the matter of the charges themselves and investigate further. This is not at all in line with our policies or up to our standards, and we are truly sorry for the mishandling of this support request. A senior team member followed up with the rider to apologize, then confirmed that his account had not been breached and that no other rider accounts were linked to his payment profile or using his payment methods. They changed his log-in information so that any unauthorized users would be logged out, then refunded the one charge of $9.34, along with additional ride credit as an apology for the poor experience and delayed response.
Upon receiving this complaint, a senior manager re-reviewed the account and found only the one charge of $9.34 for a ride on 9/26 at 12:13 a.m. that ended at the rider's home address per the information on his complaint, so we can once again assure the rider that his account has not been compromised. Unfortunately, Uber cannot be responsible for any overdraft fees. Again, our apologies for the delay in resolving this matter, and thank you for the chance to reply.
Initial Consumer Rebuttal /* (3000, 9, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The ride for $9.34 was a ride that I set up and is NOT the transaction in question. Two or three weeks later I had been charged $1 when I had not used the service. I messaged the support team at uber. I got a basic copy and paste reply from them. After a day, when the charge was still on my account I contacted again with no response. It was only when I submitted a message stating that I had contacted Revdex.com did anything get resolved. The charge disappeared and I got a flood of emails refunding me the $9.34 which is not the charge in question. Uber offers no real customer support and often just ignores messages when they can't come up with a way to resolve problems. Now they are claiming the $1 charge isn't even on record. I find that interesting and very shady to be frank. I hope this covers it.
Final Business Response /* (4000, 11, 2015/10/28) */
We apologize for the misunderstanding, and we're very sorry that the issue of a $1 charge was not brought to our attention sooner so that we might further explain. The $1 charge that may appear on a rider's statement is an authorization hold (http://t.uber.com/authorization-holds), which is how we verify from time to time that a payment method is valid. To confirm, riders will *not* be charged for that amount. It's simply a pending hold that is voided within a week. We pre-authorize a payment method to better protect against fraud and ensure that riders don't need to add a payment method at the end of each trip. Again, a ride credit of $30 has been issued to this rider as a sincere apology for the delay in our response, and we do hope that he will ride with us again soon.
Final Consumer Response /* (4200, 13, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are lying. The issue was brought up IMMEDIATELY via email correspondence with their support team, which they offer no real human interaction. Sure, I will settle with the $30 credit to my account. That still does not resolve the overdraft charge I incurred due to this being withdrawn from my account without my knowledge. It is an account used specifically for online purchases and the only time I put money in it is when I intend to use it, which is why there was no money in the account when the transaction went through. Very suspicious business practices if you ask me.

Initial Business Response /* (1000, 8, 2015/11/18) */
Uber is truly grateful for the chance to respond to this issue. When this customer rider initially contacted us about this non-trip, our Community Support Team immediately refunded the $15 fare. They then forwarded the rider's report to our...

Driver Ops team, who have followed up with this driver and taken appropriate action. Rudeness and behavior such as the rider describes are absolutely not tolerated of our partners and will lead to deactivation from the Uber platform. We are truly grateful for our riders' feedback, as it helps us keep only the safest and most professional drivers on the road with us. We have issued an additional $20 credit with the sincere hope that this new Uberer will give us another go. Thank you again for the chance to reply.

My complaint was resolved. I can't figure out how to delete it from your website Sent from Yahoo Mail for iPhone