Uber Technologies

Initial Business Response /* (1000, 11, 2015/12/23) */
Uber is grateful for the chance to respond to this issue.
Our Incident Response Team has followed up with the driver for this trip to ensure that the alleged incident is investigated and handled according to protocol. However, the driver...

did provide the trip in its entirety and must be compensated for the trip provided on the Uber platform.
We add that complaint's account has been suspended for activity that violates our Terms and Conditions (https://www.uber.com/legal/usa/terms) and will remain unavailable until further notice. Thank you again for the chance to reply.
Initial Consumer Rebuttal /* (3000, 13, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Uber has not addressed my complaint and is avoiding the issue. The gist of my complaint is that the driver disrespected my now former girlfriend and me by by asking her for her phone number behind my back. I asked for a full refund for this ride because he violated Uber's terms and conditions. Uber has stated that I violated the terms and conditions but has not provided a reason or proof of how I violated the terms and conditions. In any event this would be irrelevant to my complaint. Uber is just being cheap and wrong by not refunding me for this ride. If Uber does not refund me for this ride asap I will be taking legal action against them as a result.
Regards,
[redacted]

Uber is glad for the chance to look in to these concerns. On August 23rd, one of our agents from our Social Operations team reached out to this rider in order to take care of this concern for them. If there are still issues, we encourage the rider to reach back out on that e-mail.

Initial Business Response /* (1000, 7, 2015/12/14) */
Uber is grateful for the chance to respond to this issue, as our Community Support Team works hard to reunite riders with lost items.
When this rider reached out to us about the missing bag, our Support Team provided him with the driver's...

(anonymized) contact information per our policy. When he reported that he could not reach her, our team immediately contacted the driver and requested permission to provide the riders with her personal number. They also deactivated her access to our system while awaiting her response. The driver responded promptly and was was adamant that she did not find any personal belongings in her vehicle after this ride. However, we were truly sorry to hear that our riders were unable to contact their driver right away in this distressing situation, and sent their feedback regarding the trouble connecting to our SF Driver Ops for review.
Drivers partner with Uber as independent contractors. If a rider leaves an item behind, Uber does everything it can to help retrieve it. If a rider believes a driver is in possession of their property but will not return it, they have the right to seek formal litigation via the appropriate authorities, and Uber will always comply with any investigation. Uber has made an earnest effort in good faith and done everything possible to help these riders recover their missing items, and we regret the frustration and inconvenience they experienced. However, riders are ultimately responsible for their personal items, and Uber cannot be held responsible for lost property, nor for expenses incurred as a result. Thank you again for the chance to reply.

Initial Business Response /* (1000, 7, 2015/09/29) */
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.
When this rider initially contacted us about this ride, our Community Support Team...

reviewed the trip and replied that while the route taken by the driver was not ideal, the fare of $21.88 was still within our estimate based on the pick up and drop off locations, and Uber's partner drivers are not authorized to refund trips. They also informed her that they did not find a fare of $190.15 on her account, or that her credit card was linked to any other accounts in our system. However, when she provided us with a screenshot of her bank statement showing this charge, this issue should have been immediately escalated to our payments specialists for further investigation. The mishandling of this support request is not at all in line with our policies or up to our standards, and we sincerely apologize for the error.
Our team has reached out to this rider for more information so our payments team can locate the unapproved charge. We await her response and hope to reach a resolution as soon as possible. Thank you again for the chance to reply.

Initial Business Response /* (1000, 7, 2016/01/03) */
Uber is grateful for the chance to respond. This issue was escalated to a senior member of our Advanced Driver Support Team for further investigation. He confirmed that the rideshare referral reward for a Nashville partner is $250 for each...

partner, and ensured that it had been fully paid to both drivers. We sincerely apologize for any confusion and hope that this partner will continue driving with us. Thank you again for the chance to reply.
Initial Consumer Rebuttal /* (3000, 9, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have submitted a substantial amount of evidence supporting that the offer that I was given was for $500 for the referrer and $100 for the referral. Uber has refused to acknowledge this promotion even with me providing the emails and correspondence that they sent and that was communicated by members of their team. This information does not say that the bonus is for $250 per partner and again as I stated I have the documentation to prove what I am saying. This company is not a good company to do business with as for when it comes down to a mistake that they made they do not want to own up to it. They still owe me an additional $250 to total to my $500 and no one there wants to take the responsibility.

Complaint: [redacted]I am rejecting this response because:
I do not feel comfortable using Uber after these experiences. While I appreciate the offer to issue a credit, this does not help me. I am rather requesting a refund to my credit card. I would also like to know why Uber has not allowed me to speak to a customer service manager, and when Uber intends to have a phone line available?
Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/09/17) */
Uber is grateful for the chance to respond to this issue. Our sincere apologies to these riders for the frustration and inconvenience they experienced due to a technical outage on 8/21. A senior manager of our Community Support Team has reached...

out directly to them by both phone and email. While Uber is unable to directly compensate them for overdraft fees that were incurred, we have completely refunded (rather than adjusted) the fare for this ride, and issued additional ride credit in the amount of the bank fees. We also offered to provide documentation so that they could appeal the overdraft fees with their bank. We are very pleased to have reached a resolution, and we truly hope they'll continue riding with us. Again, our apologies for the trouble, and thank you for the chance to reply.

Initial Business Response /* (1000, 7, 2015/10/07) */
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 payment...

method, 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. When the rider initially contacted us, our Community Support Team promptly investigated and confirmed that the unauthorized charges were not he result of a security breach to the Uber system. They identified the unauthorized fares, banned the payment method across all Uber accounts, then refunded the unapproved charges in full. The rider's personal information and all payment methods associated with her Uber account were deleted per her request and in compliance with our Privacy Policy. We hope that this matter has been resolved to the rider's satisfaction, and again, thank you for the chance to reply.

Uber is glad for the chance to look in to this concern. We definitely understand that these inspection fees can be frustrating. We always do our best to make this information clear to our partners. At the following site for Bakersfield, where this partner signed up, they can find out more...

information about the vehicle inspection: [redacted]

Initial Business Response /* (1000, 15, 2015/12/23) */
Uber appreciates the chance to respond to this issue, as we are adamant about being upfront and transparent about our fare pricing.
Uber offers a range of vehicle options to suit every trip, budget and occasion, and the Uber app features a...

fare estimator that will give a fare quote for all available vehicle types. In this case, the vehicle type selected by the rider was UberSUV - Uber's premium, highest-priced option - so the rates for UberSUV were charged (the car that fulfilled the request was a black GMC Yukon). When the rider initially reached out to us about this fare, our Community Support Team reviewed the trip and confirmed that it was correct for the time, distance traveled and vehicle type, then sent a detailed breakdown of the fare. They explained the reason for the higher than expected rate, then instructed the rider how to select a vehicle type in the Uber app for future trips, as well as rate information for her area. Again, thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 17, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Uber's response is untrue. There was no up front breakdown of the cost of the trip provided up front. The cost were only made clear after the trip.
Final Business Response /* (4000, 19, 2015/12/29) */
Uber is adamant about being upfront and transparent about our fare pricing. Rates and fare estimates for all vehicle options are always readily available when requesting a ride in the Uber app (please see attached photos). They are also listed on our local page at uber.com/[redacted].
Final Consumer Response /* (4200, 21, 2015/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As the customer all I can tell you is that in this case the costs of using Uber were not provided or understood until after the ride was given. As a young adult [redacted] was foolish to agree to the ride under those conditions but nonetheless appears Uber took advantage of her youth and inexperience.

Initial Business Response /* (1000, 7, 2015/08/26) */
Uber is grateful for the chance to respond to this issue. While we hope to provide phone support in the future, we currently handle all support requests via email. Immediately after this ride on the evening of 8/5/15, the driver contacted our...

Community Support Team to report that he had mis-timed the trip. He provided them with the correct pick up and drop off locations, and within 30 minutes of the trip's end, they had adjusted the fare in accord with an estimate for what the ride should cost based on the route, then sent an updated receipt. The rider contacted our team the next day, and they promptly replied that the trip had already been adjusted to the correct amount. We believe that both the driver and our support team handled this matter quickly and professionally, and again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (3000, 9, 2015/08/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The ride was adjusted to $29 which is still wrong as the driver told me afterwards that I had been wrongly charged for an Uber XL which is not what I ordered or received and is in fact not even available in this area. The trip needs to be refunded all together for how ridiculous it is to get a response from your company, the Revdex.com had a hard time getting a response from you for crying out loud. The chance to adjust the amount is over a Full refund is now entitled.

Uber is glad for the chance to look in to this concern. With the information that this individual has provided, we are unable to locate the account of this rider, or any correspondence they have had with our support staff. We would encourage this rider to reach out to us via in app support so we can...

assist them further with this matter.

Initial Business Response /* (1000, 7, 2015/10/29) */
Uber is grateful for the chance to respond to this issue. The security and privacy of our riders' personal and payment information are of the utmost importance to us, and our system's safeguards are in place to protect our customers from any...

unauthorized use of their account or payment methods. In this case, this rider's account was flagged by our system and suspended, so our Community Support Team asked for confirmation that the rider was the cardholder per our policy. Uber's Terms of Service (https://www.uber.com/legal/terms) do state that "in certain instances riders may be asked to provide proof of identity to access or use the Services, and riders agree that they may be denied access to or use of the Services if they refuse to provide it." We completely understand why this rider is concerned about providing us with photo ID and credit card verification, but when we make this request, we always instruct riders to obscure any sensitive information on their identification and all but the last four digits and expiration date on the credit card. As we have assured this rider, the personal information Uber collects is securely stored within our databases, and we use industry-standard security practices such as encryption, firewalls and SSL (Secure Socket Layers) for protecting this data. We sincerely apologize for the inconvenience, and soon as we receive the requested information, we will be able to reactivate the account. Thank you again for the chance to respond.
Initial Consumer Rebuttal /* (3000, 9, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Uber is still asking for credit card information when I did not use a credit card to pay for their services. The purpose of using PayPal was to avoid giving Uber credit card information in the first place. Uber is claiming that the credit card information is to verify identity, however a credit card is not a valid form of identification. A photo Identification should be all the proof of identity they require, and there is nothing in the terms of service that I can find that references a requirement to show proof of payment method. If Uber is unwilling to unlock my account when I have complied with their terms of service, then I will no longer be an Uber customer. If this is the outcome, then I request that this claim and responses be posted on the Revdex.com website for the public to view and make their own informed decision about using Ubers services.

Initial Business Response /* (1000, 7, 2015/10/29) */
Uber is grateful for the chance to respond to this issue. Unfortunately, it appears that this partner driver's account was deactivated due to repeated issues with trip and service quality. The safety, well-being and success of our partners is...

very important to us, and we work hard to offer reliable support to them via our dedicated Driver Ops and Driver Support Team. Resources for partners include our 24-hour email and chat system, in-person help at our Driver Support Centers and online training and tutorial videos. We are always happy to be of assistance to our partners, and help them to provide a consistently safe and professional ride to their passengers. Thank you again for the chance to reply.
Initial Consumer Rebuttal /* (3000, 9, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
first of all there are no phone responce numbers and second of allmy mom [redacted] worked hard for you .you kept tips that she made and fired her without reasoning your buessness is shady.
Final Business Response /* (4000, 11, 2015/11/10) */
Our records show that our Driver Ops team has provided consistent support to this partner, clearly explained the reasons for deactivation and offered her the option of attending a quality improvement class, which is designed to help our partner drivers provide more professional service and increase their ratings, in order to be considered for reactivation. Also, Uber is a cashless, tip-free system and drivers are paid electronically based solely on the trips they take. Uber has no way of keeping tips, as no tips are collected by the Uber app. Thank you again for the chance to reply.

Initial Business Response /* (1000, 5, 2015/07/30) */
Uber is grateful for the opportunity to address our service issues. In this case, the rider was billed for a cleaning fee, but upon further investigation, our Community Support Team found that she had been incorrectly charged. The fee has of...

course been completely refunded, along with additional ride credit as a sincere apology for her inconvenience. Our Driver Operations Team will be following up with the driver for this trip to investigate this matter further and ensure that it does not reoccur. Again, our apologies to this rider for the poor experience, and we hope that she'll consider riding with us again. Thank you again for the chance to reply.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This matter has been resolved, as I have received a full refund 48 hours ago.

Initial Business Response /* (1000, 7, 2015/11/01) */
Our sincere apologies to this rider for the confusion around our "First Ride Free (Up to $20)" promotional offer. Uber operates in 63 countries worldwide. As our Community Support Team has explained, all Uber promotions are only applicable for...

the currency in which they are offered; in this case, a $20-off promotion code will not work in a country where the currency is EUR, not USD. As the complainant is a new Uber user, our team retroactively applied a promotion to this trip that is the Irish equivalent of our US offer - 10 off the first trip - and refunded the difference (no credit in Euros was issued, as we understand that the rider was traveling at the time). The $20 US "First Ride" promo code is still available to use on his next local trip. Again, we do apologize for the confusion, and we hope that this matter has been resolved to our rider's satisfaction. Thank you very much for the chance to reply.
Initial Consumer Rebuttal /* (3000, 9, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Uber "sincere apology" is worthless. They did not meet their promise of promotional free ride up to $20.00. Their claim that "promotions are only applicable for the currency in which they are offered" are not corroborated by Uber documentation that is available for customers. Maybe it is their policy, but in order to enforce it they have to clearly disclose it in Uber mobile application and their help documentation. Since it is not done this policy can only be classified as a fraud, which is aimed to extort more money from unsuspecting customers. That is what happened to me - I was charged the amount that I did not expect. If I knew in advance about this policy I would use different way of transportation, but unfortunately there was no way for me to know about this hidden policy before I was charged.
I am insisting on getting credit of $8.80 - the amount that I was overcharged.
As a middle ground offer I propose Uber to remove the promotional free ride (up to $20.00) that I currently have on my account.
Final Business Response /* (4000, 11, 2015/11/10) */
The PROMOTIONS section of our Rider Help page (https://help.uber.com/h/3aXXXXXe-aXXX-XXa0-b63e-99d39c380c39) states, "Uber credit or rides will be applied to fares billed in the corresponding currency." Again, our Support Team applied a the local "First Ride" promotion in EUR to this rider's first trip as a courtesy, and the $20 USD credit remains on his account. Thank you again for the chance to respond.
Final Consumer Response /* (4200, 13, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
For any person with common sense the phrase "Uber credit or rides will be applied to fares billed in the corresponding currency" would only indicate that the promotion amount would have to be converted to the currency of the country where it was used. This means that if I used $20.00 promotion in Europe then it has to be converted to about 18.5 Euros. Therefore the 18.5 Euros should be subtracted from my bill. This phrase absolutely does not say that the promotion is only applicable in the country where it was offered.
So I have to conclude that Uber does not have any prove of their claim, and does not want to repay me the amount that I owed ($8.80).
Consequently I would have to consider other options, like publishing my grievance on social media, and complaining to the Federal Trade Commission.
Regards.

Initial Business Response /* (1000, 5, 2015/07/08) */
Unfortunately, because a passenger [redacted] a mess in the driver's vehicle, a cleaning fee was added to the fare. This fee covers cleaning, deodorizing and sanitizing the car. The driver was unable to resume working until his car was professionally...

cleaned.
As we explained to the customer, these vehicles are a driver's livelihood and their source of income. When they are unable to drive due to a mess or biohazard in their vehicle, they are unable to make money. Drivers pay out of their own pocket to have their vehicle cleaned and they do need to be fairly compensated for the cleaning required in order for them to continue to drive and pick up other riders in a safe, sanitary and odor-free condition. The presence of biological waste is usually met with an additional charge when a car is professionally cleaned.
Our Cleaning Fee policies are clearly stated in our Terms of Service here: www.uber.com/legal/usa/terms and on our Rider Support page here: support.uber.com/hc/en-us/articles/XXXXXXXXX-What-Is-this-cleaning-fee-. We are sorry that this situation occurred, and appreciate being given the chance to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint is that the driver was aware of my Fathers accident BEFORE he let him in the car. HE had choices: he could have declined the ride; he could have put something down on the seat; that is my complaint. I would not be complaining if it occured WHILE he was in the car but that is not the case. I am even willing to pay something but to charge me full price of $200.00 when he did not disclose this to my father or his caregiver before letting them in the vehicle is another complaint.

Complaint: [redacted]I am rejecting this response because: He never reached out to me. LiarsSincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/06) */
Uber is grateful for the chance to respond to this issue. In this case, the promotional code applied by the rider on her first trip had expired (our "Give One, Get One" promo codes are valid for three months from the date of issue). However, as...

a courtesy, our Community Support Team has issued credit in the amount of the rider's first trip to her account, plus additional credit with the hope she'll ride with us again.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I thank Uber for responding on this and thank Revdex.com too for sending my complaint to them.
However the credits that are given to me are in Dollars and I live in [redacted] so I'm not sure if I'll be able to use those credits in my next ride in [redacted]. Also I want to know if these credits have any limits or not.
One more thing, I'm pretty sure that when I rode with Uber first time, it would clearly show me "Free ride" in "Payment" section in my Uber app so it's bit difficult to understand how it was expired. If it was, neither it should show me "Free ride" in my account nor it gave me or my brother (who gave me promo code) that it would expire in 3 months !!
Anyways, I'm fine with the credits that Uber has given in my account. But as I said about my doubt above, I want to know the expiry of these credits as well as if I can use it in [redacted] in my next ride or not. (Note: Selecting "No" in response or else Revdex.com will consider this as resolved.)
Final Business Response /* (4000, 12, 2015/09/28) */
Hi, [redacted]! We've dropped 331.35 INR into your account that will automatically apply to your next ride. Hope you'll ride with us again soon.
Final Consumer Response /* (2000, 14, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have got 331.35 INR as said by the company.
Thank you Uber for solving my problem to my satisfaction. It has surely increased respect for you. I'd request you to improve your customer support so people don't have to go anywhere else to solve issues. They mess up queries badly and also don't answer well.
Thanks a lot to Revdex.com for solving my issue. When customer support did't solve my problem, I had no clue where to go when I found your site on internet and gave this a chance. I'm happy I came here. Thank you so much again.

Uber has rectified this complaint.
 
Thank you.
 
[redacted]
 
 
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