Uber Technologies

Initial Business Response /* (1000, 5, 2015/07/07) */
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 ** 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 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 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 another ride. Our records show that the customer was shown the surge notification, then accepted the surged rate of 3.9X at 1:31 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. Because this was his first surged ride, we have adjusted the fare down by 25% and refunded the difference as a courtesy. Again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand the response, but Uber is not considering this was a young man, not experienced in using Uber. In fact this was his second time and it was late a night. The fact that Uber provides the links is not relevant to the superior fact that a new user usually does not see or know this. Especially late at night. By not explaining this or even the driver giving them some idea of exorbitant pricing puts most users at a disadvantage, particularly a younger and inexperienced user. They completely took advantage of his lack of understanding and age to charge over 300% higher to return home.Uber did refund $22.00, and my middle ground request from this company would be for an additional $12.00 refund, $10.00 less than I originally requested. This would leave them with only a "150.00%" surcharge.
Also their rate was not consistent as my son had 3 friends also used Uber at the same exact time from the same location going to the same place and who initially charged them $13 less before their parents complained are also trying to get back some of their overspend.
Thank you

Initial Business Response /* (1000, 7, 2015/10/09) */
Uber is grateful for the chance to address our service issues. The promotions in question have been retroactively applied to her first two rides, along with additional ride credit as a sincere apology for her inconvenience. We hope that this...

matter has been resolved to her satisfaction and that she'll ride with us again soon.

Initial Business Response /* (1000, 7, 2015/11/04) */
Uber's Community Support Team is always happy to adjust a fare that is excessively high due to a poor route taken by the driver. In this case, when the complainant initially contacted us about this fare, our team confirmed the pick up and drop...

off locations, then adjusted the fare to reflect an estimate based on the ideal route for the trip and refunded the difference. They then forwarded his feedback to our Driver Ops team, who have followed up with the driver about the inefficient route. We've dropped an additional $10 credit into our rider's account with the sincere hope he'll continue to ride with us. Thank you very much for the chance to reply.
Initial Consumer Rebuttal /* (2000, 9, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response but only after having to jump through hoops to get there. Still find this practice unappealing and hope they are monitored for continuous instances.

Initial Business Response /* (1000, 7, 2015/07/08) */
Our DC Driver Operations team has worked directly with this partner driver to address his concerns about his insurance claim. We sincerely hope to reach a resolution and that this valued partner will continue driving with us.
Initial Consumer...

Rebuttal /* (3000, 9, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The DC team ? I was contacted by someone in California who transferred me too an outsourced company to provide less than half the costs of repair.
I was supposed to receive the full estimate of repair costs so I could fix the damage to my car.
The representative said they would continue to contact the rider of the incident and report and progress or lack there of.
I haven't received a [redacted] in a month now.
All I am hoping for, is to have the remaining monetary funds deposited into my account so I can move forward with repairs.

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, 5, 2015/07/23) */
We are very sorry to hear about the trouble this rider encountered on his inaugural Uber ride. When he contacted our Community Support Team about the issue, they verified the correct pick up and drop off locations, then adjusted the fare to...

better reflect an estimate for the route, along with an additional ride credit as a thank-you for his patience. We truly appreciate this rider bringing the matter to our attention and giving us the opportunity to improve our service, and we welcome him to contact us with any questions or problems at all. We hope he'll be Ubering with us again soon.

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. While there is no evidence of a system-wide breach at Uber, someone did access this rider's account...

illegitimately. When she initially contacted our Community Support Team, we immediately changed her account's log-in information so that any unauthorized users were logged out, then disabled the payment method to prevent further unapproved charges. The fare in question has been completely refunded, and we stand ready to assist further in any way we can.

Initial Business Response /* (1000, 7, 2015/11/15) */
We are grateful for the chance to respond to this issue.
While we do hope to provide phone support in the future, Uber currently handles all support requests via email.
This account was absolutely not deactivated because of a fare dispute...

- we welcome our riders to contact us if there is ever a question or problem with a trip, vehicle, route or fare. This invaluable feedback helps us make all trips as seamless and professional as our riders expect from Uber.
In this case, the driver for the trip appears to have started the trip and ended it two miles north at N Lake Shore Drive, but if the driver started the trip without his passenger [redacted] than canceling, our team will gladly refund the fare and follow up with the driver about the error. However, since the fare was charged back to the rider's bank, the account is in arrears and riders may not request a ride with an open balance. We have asked our payments team to clear the chargeback and refund the charge of $6.17, along with an additional $30 credit with the sincere hope that this rider will give Uber another go. Again, thank you for the chance to reply.

Initial Business Response /* (1000, 5, 2015/07/23) */
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...

may 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.

Initial Business Response /* (1000, 7, 2015/06/29) */
Uber appreciates the chance to respond to this issue, as the security of our customers' account information is of the utmost importance to us.
In order to activate their account and request a ride, Uber riders must have a valid method of...

payment (credit card, debit card, PayPal, Google Wallet) on file with their account. Riders can delete a payment method (while keeping their account active) by first adding a replacement payment method, then deleting the old one. All payment methods and personal information will be removed per our Privacy Policy if an account is deleted.
As our Community Support Team explained to this customer, Uber is unable to accept prepaid credit cards as a payment method, but debit and credit cards are certainly acceptable. We've instructed him how to add and delete payment methods and helped set up his payment profile with a workable card, and his account is now active and ready to go. We greatly appreciate this customer's consideration of Uber, and sincerely hope that he will ride with us soon.
Initial Consumer Rebuttal /* (3000, 9, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I am satisfied that this issue is resolved, I am disappointed that Uber keeps bringing up the issue of pre-paid cards. Both of the debit card numbers used were on the same account; I simply got a new card. I am also disappointed that they are not addressing the issue of locking a users account. In this day-and-age of hacking and security breaches, users must be allowed access to payment information, including the ability to delete ALL credit and debit card data.
There will be circumstances when I wish to maintain an account but will not be using it for a extended period of time. My preference is keep my debit card number safe by keeping it secret.

Uber is glad for the chance to look in to this concern. On November first, one of our agents added $100.00 to this partner's account in order to ensure they were fully paid out for this referral. If this partner has any further questions regarding this, we would encourage them to reach out to us via...

in-app support so we can assist further.

Initial Business Response /* (1000, 5, 2015/07/14) */
Uber is always grateful for our riders' feedback, as it helps us improve our performance and ensure that all trips are reliably pleasant and professional. When this rider initially contacted our Community Support Team, they immediately responded...

with an apology and a prompt refund of the cancellation fee. Her negative feedback was then forwarded her feedback to Uber's Tampa Rider Ops, who followed up with the driver about the questionable cancellation and unwarranted charge. Our team has confirmed with the rider that her account is in good standing with no outstanding balances, and advised her to contact Google Wallet about any billing issues, as there is no problem with her payment method on our end. We truly apologize to this valued rider for her frustration and less-than-Uber experience, and we have issued her additional ride credit with the sincere hope that she'll ride with us again.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I accept Uber's response. All I wanted was to be heard. Being stranded isn't fun, and I felt that Uber didn't care about their customers. I am happy that I have finally had all my questions and complaints answered and resolved. Thank-you!

Initial Business Response /* (1000, 7, 2015/10/14) */
Uber appreciates the chance to address our service issues, and we are very sorry to hear about the trouble this rider has been having with her pick-ups recently. We respectfully ask that if she should ever encounter a problem with a driver...

taking an inefficient route to her pick-up location, or not meeting their expected arrival time, or any issues whatsoever, to please contact our Community Support Team at [redacted]@uber.com (or just reply to the ride receipt) so we can investigate and take action to prevent any further problems. We truly appreciate our riders' feedback, as it helps us continue to improve our service and make every trip as seamless and punctual as our riders expect.
Uber riders may cancel a ride at no charge within five minutes of making their request, or before their request is accepted and confirmed. If a rider cancels because a driver is unable to meet the original ETA, no cancellation fee is charged. If a rider feels that he or she has been charged a cancellation fee unfairly, we urge them to write to our Support Team so we can review the charge. In this case, we've looked into the rider's account and found that no cancellation fees have been charged within the last 5 months. If any unwarranted fees are ever incurred, we welcome our rider to contact our support team - we're always glad to help. Thank you again for the chance to reply.

Initial Business Response /* (1000, 11, 2015/12/16) */
Uber is grateful for the chance to respond to this issue. When the rider initially contacted us about a $5 cancellation fee, our Community Support Team promptly refunded the charge. We hope that this matter has been resolved to our rider's...

satisfaction and that he will continue Ubering with us. Thank you again for the chance to reply.

Initial Business Response /* (1000, 6, 2015/07/27) */
This rider's account was suspended due to fraudulent activity and will not be reactivated. Uber reserves the right to suspend an account that violates our Terms and Conditions (https://www.uber.com/legal/usa/terms). We appreciate the chance to...

respond to this issue.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to keep this polite, but Uber's refusal to explain which of their Terms and Conditions I violated has extremely frustrating. I need Uber to explain their justification for confiscating $300+ from my account. Simply saying that I engaged in "fraudulent activity" is far too vague to be helpful. I honestly think this is all a big misunderstanding, but how am I supposed to defend myself against an accusation that is being kept secret?
If, as I suspect, Uber suspended my account because one of the gift cards I deposited was purchased with a stolen credit card, IT IS ABSOLUTELY IMPERATIVE THAT THEY TELL ME WHICH GIFT CARD, so that I can attempt to get a refund from the person who sold it to me. I have purchased gift cards from multiple different eBay sellers, so it is crucial that Uber share the specific gift card number with me, if this is the problem. Of course, if Uber insists on closing my account, they must also compensate me for any confiscated gift credit which was not fraudulent (i.e. deposited from gift cards which weren't purchased with reportedly stolen gift cards). I am also sticking to my demand for additional compensation for the poor [redacted] I have received and the time I have been forced to waste taking care of this. I previously requested an additional $100 on top of the amount of credit that was in my account. Now, I must raise that demand to $200, since I feel that Uber's continued refusal to respond to my requests constitutes willful disrespect for me as a consumer.
The longer Uber delays, the less likely it is that I will be able to obtain a refund via a chargeback or eBay Purchase Protection claim. I need a response ASAP.
Of course, all of this assumes that I am correct in assuming that all of this stems from a fraudulent gift card. Without an explanation from Uber, I can't even be sure of that.
I must reiterate that, if Uber does not either reinstate my account or issue the requested compensation, I will be forced to seek compensation through Massachusetts small claims court, with additional punitive damages, and a lot more inconvenience for both of us.
Many thanks,
[redacted]

Uber is glad for the chance to look in to this concern. Sign up bonuses will vary from city, so we certainly understand the confusion associated with this partner's issue. In the messaging that this partner has provided to our support team, it does specify "bonus up to $750." These amounts are set...

by our local teams, and we are unable to pay amounts outside of their predetermined bonuses.

Initial Business Response /* (1000, 15, 2015/12/21) */
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 8.7X at 1:10 a.m.
When the rider initially contacted us about this trip, our Community Support Team our team adjusted the fare to reflect an estimate based on the pickup and drop off locations and the ideal route for the trip, then refunded the difference. They also confirmed that the introductory promotion was applied. Uber holds its partner drivers to a high standard of professionalism and courtesy and smoking is absolutely not permitted in Uber vehicles, so, to that end, our Driver Ops Team has followed up with this driver to investigate further and take appropriate action. Again, thank you for the chance to reply.

Initial Business Response /* (1000, 15, 2016/02/26) */
Uber is happy to have the opportunity to address these concerns. We've previously reached out to this rider to explain policy regarding these matters, and the decision that was made.

Initial Business Response /* (1000, 7, 2015/11/29) */
We are grateful for the chance to address our service issues. Uber's cancellation policy states that riders may cancel their ride without charge for up to five minutes after the request, but after five minutes a fee is charged to compensate the...

driver for his or her time and commitment (https://help.uber.com/h/[redacted]). Riders may always contact Uber if they feel they have been unfairly charged, as seems to have been the case here. When the rider initially contacted our Community Support Team about the $5 cancellation fee, they applied a $5 ride credit to her account. Then at the rider's request, they refunded the charge completely, and the $5 credit is still available on the account. We hope she'll use it to ride with us again soon, and we sincerely apologize for the hassle. Thank you again for the chance to reply.
Initial Consumer Rebuttal /* (2000, 9, 2015/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 7, 2015/10/21) */
Uber is very grateful for the chance to respond.
We were truly sorry to hear that this rider wished to close his account, and that he was unhappy with our service and the customer support he received from our team. A senior manager has...

reviewed our correspondence to see where we had failed or fallen short of our standards, but we found that our team members have responded to him promptly and professionally and refunded fares or cancellation fees upon request.
In addition, [redacted] is definitely part of the coverage area for Uber [redacted], and we absolutely provide reliable and abundant service for uberX, uberXL, UberBLACK and UberSUV around the rider's home address.
When this rider initially contacted us requesting that we delete his account, our Support Team replied, "We are very sorry to hear you wish to leave Uber. We've marked your account for deletion. The deletion process will proceed in accordance with our privacy policy." This simply means that the account and all personal and payment information will be permanently deleted in compliance with our Privacy Policy (https://www.uber.com/legal/privacy/users/en). We apologize for any confusion this wording may have caused.
We can again confirm that this account has been deleted, but should the complainant decide to give Uber another chance, we welcome him to reach out to us at [redacted]@uber.com with any questions or problems at all - we are always happy to help. Thank you again for the chance to reply.
Initial Consumer Rebuttal /* (2000, 14, 2015/11/11) */
From: [redacted]
Sent: Tuesday, November 10, XXXX XX:XX PM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXX-XXXXXXXX-X-XXXX)
The ongoing issue has been resolved thanks for your prompt attention/response.