Uber Technologies

Uber is glad for the chance to look in to this concern. we have reached out to this individual in order to investigate further. We sincerely hope the result will be to their satisfaction.

Initial Business Response /* (1000, 5, 2015/07/28) */
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 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 show that the customer was shown the surge notification, then accepted the surged rate of 1.9X at 2:58 p.m.
To ensure that riders are aware of what a trip will cost, 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. She received an estimate of $65.70-$106.70, which reflected the current surge rate of 1.9X the normal fare. Her final fare was within the range of the estimate she received.
Because this was the rider's first surge experience, we have adjusted the fare down by 25% as a courtesy and refunded the difference. Again, thank you for the chance to reply.

Initial Business Response /* (1000, 7, 2015/10/19) */
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 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 ** 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 another ride. Our record of this trip shows that the rider confirmed the surge notification twice, then accepted the surged rate of 4.9X at 8:16 p.m. EDT.
Because this was not the rider's first surge experience, we are unable to make any further adjustments to this fare per our policy. Thank you again for the chance to reply.

Initial Business Response /* (1000, 7, 2015/11/29) */
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 4.1X at 1:48 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 the rider's first surge experience, we have adjusted the fare down by 25% as a courtesy and refunded the difference. Again, thank you for the chance to reply.

Initial Business Response /* (1000, 15, 2016/02/29) */ Uber is glad for the chance to be able to look in to these concerns. We have reached out via e-mail to this Partner in order to assist them individually. We sincerely hope that the matter is resolved to their satisfaction.

Initial Business Response /* (1000, 5, 2015/07/08) */
Uber is grateful for the chance to respond to any issues with our partner drivers. Facilitating a clean and comfortable environment for both riders and drivers is a top priority for us, and we greatly appreciate our partners keeping their...

vehicles in spotless condition.
A senior manager of our Driver Operations team has followed up with the driver about this issue. As they've explained, Uber's cleaning fee policies clearly state that the cleaning and damage fees we facilitate are reserved for significant messes (vomit, major food spillage, etc.) directly attributable to the rider on a given trip and that require professional cleaning services only. The documentary photos sent by this driver showed no significant damage to the interior of the car. Uber does not reimburse for cleaning fees for any mess that can be remedied by standard cleaning or tidying up. Unfortunately, we are unable to bill riders for any time lost when a driver is off the system.
We have, however, reached out to the blue Icee rider to remind them that the Uber system relies on respect between riders and drivers, and that drivers require an Uber-clean vehicle to make their living. We appreciate this valued partner's efforts to keep his car immaculate for his passengers, and we sincerely hope that he will continue driving with us. Again, thank you for the chance to reply.

Uber is glad for the chance to look in to this concern. On November 9th, one of our agents reached out to this rider in order to assist them with this account concern. If this rider has any other concerns, we recommend that they reach out to us via our in-app support options so we can help!

Initial Business Response /* (1000, 7, 2016/01/06) */
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 class selected by the rider was UberSELECT - Uber's premium, higher-priced luxury option - so the rates for UberSELECT were charged (the car that fulfilled the request was a Mercedes-Benz C-Class). Only the rider can change the vehicle selection setting in the app.
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, and how to find rate information for every available vehicle option. Again, thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 9, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is a scam - I always use UberX and never switch to any other services. Obviously, the default vehicle selection was changed and nothing indicated that the default is changed. If it is not an application bug - it is a scam. In any case, None of my friends are using Uber anymore and we keep telling the story about Uber scams. Good luck failing!

Initial Business Response /* (1000, 5, 2015/07/30) */
Uber appreciates the chance to respond to this issue. Our Community Support Team has reviewed this rider's account and found that the usage of this promo code 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.

Uber is glad to look in to this concern. On September 3rd, one of our agents reached out to this rider in order to discus this fee with them, and eventually they were able to process a return for the amount. We sincerely hope that this resolution has been to the rider's satisfaction.

Initial Business Response /* (1000, 7, 2015/11/29) */
Uber appreciates the chance to respond to this issue, as the security of our customers' account information is of the utmost importance to us. When this rider initially contacted our Community Support Team, they immediately changed her log-in...

information so that any unauthorized users were logged out. The support request was then routed to a senior member of our payments team, who found that while the account had been accessed illegitimately, there was no evidence of a systemwide breach at Uber. They disabled the rider's payment method across the Uber platform to prevent any further unapproved charges, then completely refunded the unauthorized fares. Our sincerest apologies for the hassle and inconvenience, and thank you again for the chance to reply.

Initial Business Response /* (1000, 5, 2015/08/18) */
Uber appreciates the chance to respond to this issue. Our Community Support Team has reviewed this rider's account and found that the usage of this promo code 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 Business Response /* (1000, 15, 2016/02/26) */
Uber is glad to have the chance to take another look at this rider's concern. We have reached out previously via e-mail to explain these policies, and the resolution that was made.
Initial Consumer Rebuttal /* (3000, 17, 2016/03/02) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
There was no resolution made. They could not explain why my trip showed longer on the log than it actually was and ignored all subsequent emails after. My destination was the exact same as my starting point earlier in the evening, so the driver either picked someone up or went somewhere else after my destination. They sent pictures, but the pictures didn't show anyone from my party. Just a pile of disgusting vomit which was obviously taken after my party was dropped off or could have been taken anytime or anyplace. I'm sure this isn't the first time the driver has run this scam. Pretty easy way to make an extra $150 in an evening without doing any work at all. Even if it wasn't a fabricated story by their driver, which it was, why do they disclose additional fees in a help section, where no one will look (UNLESS THEY NEED HELP). Those fees should be disclosed up front.

Uber is glad for the chance to look in to these concerns. We have forwarded this rider's lost item concern to our team that handles these cases in order to assist them further. We sincerely hope that they will be reunited with their phone!

Uber is glad for the chance to take a second look in to these concerns. We definitely understand that sometimes, for newer users, obtaining a fare estimate can be confusing. We're always working on ways to make this easier, of course. When requesting a trip, riders can first estimate their fares by...

selecting "Fare estimate," located above the black "request" button. Due to city regulations, riders may only request uberBLACK from the Orlando Airport. This fare option is slightly more expensive than traditional uberX rates, however. We're always happy to look in to these sorts of fare concerns for riders, and we sincerely hope that this information has been helpful

The issue has been resolved as of 10:32 am this morning
[redacted]Cell: [redacted]

Initial Business Response /* (1000, 7, 2015/08/25) */
Uber is grateful for the opportunity to address our service issues. When this rider initially contacted our Community Support Team about the cleaning fee added to his fare, they found that he had been incorrectly charged. The fee has of...

completely refunded, along with additional ride credit as a sincere apology for his 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 sincere apologies to this rider for the poor experience, and we hope that he'll ride with us again. Thank you again for the chance to reply.
Initial Consumer Rebuttal /* (2000, 9, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I really appreciate the apology and asking for me to ride with the company again. It was a mistake in which ride was selected on the report and I understand that this happens in data entry/reporting from time to time.
The last [redacted] rep I dealt with was also extremely helpful in listening to me and reading the e-mails/documents I had to show that this was a mistake. The previous rep was friendly, but not so attentive and the first rep was accusatory and condescending. Though it was an extremely frustrating experience, I by no means judge the company or its services on one employee or experience.
They've made things right and am happy to be able to once again take advantage of their great services and recommend them to friends/family.

Initial Business Response /* (1000, 5, 2015/06/22) */
Uber appreciates the chance to address our service issues. We are truly sorry to hear that this rider feels that a metered fare was entered incorrectly by an UberTAXI driver. Unfortunately, for UberTAXI service in [redacted], all metered fare rates...

are set not by Uber, but by the City of [redacted], specifically the department of Business Affairs & Consumer Protection. Uber has no control over that pricing, nor do we have any legal ability to adjust a fare after the fact. We have directed this rider to the City's website and Cab Complaint submission form to resolve the fare dispute. We also recommend that she use uberX or UberBLACK for future trips, as those rates are solely controlled by Uber and we do have the ability to make fare adjustments. Also, we have noted this occurrence on this UberTAXI driver's account. Again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They should have mentioned that clearly about uberX & uberBLACK, but anyhow City of [redacted] refund the amount for this case. Thank you for the response.

Initial Business Response /* (1000, 7, 2015/07/09) */
Uber's Community Support Team has confirmed the rider's request and deleted all personal information and payment methods associated with his Uber account in compliance with our Privacy Policy. We appreciate the chance to respond to this...

issue.
Initial Consumer Rebuttal /* (2000, 9, 2015/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept, the account is apparently deleted from their response.

Initial Business Response /* (1000, 7, 2015/11/25) */
We are grateful for the opportunity to respond to this issue.
Uber makes every possible effort to reunite riders with lost items (please see our Rider Support Page here: https://help.uber.com/h/cXXXXXXX-Xa85-4e1e-bcf4-a0b2ab2642e3). Drivers...

partner with Uber as independent contractors. If a rider leaves an item behind, Uber does everything it can to help retrieve it and facilitate a return. 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. However, riders are ultimately responsible for their personal items, and Uber does not compensate and cannot be held responsible for lost property, nor for expenses incurred as a result. We regret this incident, and again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (3000, 9, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I totally understand it is my responsibility to make sure I have my possessions when I exit the car. What I do not understand is the fact I tried and my friends tried, unsuccessfully, to [redacted] the driver back and he never responded. That is what really makes me mad. All I ask for was the phone back. I am a college student that does not live close to home. That was my lifeline to my parents, not that it mattered to the driver. Thanks for at least answering me, even though I know nothing would be done.