Uber Customer Service Issues

I faced issues with two trips today due to drivers not showing up at the correct locations. The first trip from [redacted] South 17th Street to [redacted] South Broad Street was canceled by the driver, who wasn't at the requested address. The second trip from [redacted] South Broad Street to [redacted] South 17th Street was also canceled by the driver, who was not at the right location. I wish to have the cancellation charges of $5.00 each removed from my credit card. If this is not done promptly, I will dispute the charges with my credit card company. I expect a prompt response from Uber regarding this matter. Thank you, Bernadette A. Casiello

Hello, my name is A Ram Kim. I wanted to share my experience with Uber Pool today. I requested a ride at 1:42pm in Forest Hills, Queens, NY. Initially, a driver named Feng accepted the ride but cancelled over 20 minutes later. I ended up waiting in the freezing weather for more than half an hour until another driver finally picked me up at 2:13pm. This unexpected cancellation was quite disappointing, considering Uber's reputation as a reliable car-sharing service. I hope Uber addresses this issue with their cancellation system promptly. Thank you for your attention. A Ram Kim

I have been a loyal Uber user since January [redacted], but last night I encountered a major issue during a three-mile trip. Initially, the fare was quoted as $4.93 around 9 pm, but after several cancellations and re-requests, the fare more than tripled to $17.93. This caused significant inconvenience as it took over an hour to finally get picked up at 10 pm. I am requesting a refund of at least $13.00 due to this unacceptable experience. If there are any issues with providing this refund, please reach out to me at [redacted]. Thank you. - Joel G.

I had a negative experience with a cab driver when I booked a ride from Jubilee Hills to GVK One Mall. Despite calling the driver ahead of time to guide him to the exact pick-up spot, he was disrespectful when I tried to provide directions. He abruptly ended the call and left my brother behind when he went to board the cab after crossing the road. The driver then cancelled the ride, charging me an extra 49 for it. Although I received a refund, I am concerned about the driver's behavior and the safety of passengers. I hope appropriate action will be taken against the driver to ensure such incidents are avoided in the future.

After my recent ride, I planned to pay in cash. When I tried to pay the driver, he asked about the payment method chosen on the app, which was clearly cash. I paid the fare, but he said he would report the payment later in his app. A few days later, I tried to book another ride and found out my previous trip was listed as unpaid. I was asked to make an online payment for it. I had paid in cash and don't want this confusion between Uber and their drivers who haven't updated my payment yet.

During my visit to New York City this past weekend, I encountered issues with Uber pickups at 26th and 7th Ave. on Saturday around 5:30pm. Despite requesting 4 rides, I struggled to locate and board an Uber, spending nearly an hour in the 30-degree weather. I noticed a discrepancy between my location (blue dot) and the pickup indicator (black dot) on the app, which led to confusion as the black dot seemed to move each time I walked towards it. This caused me to cancel one ride and have two drivers cancel on me due to difficulty in pinpointing the actual pickup spot. At one point, I even reached the correct car only to discover the driver had canceled the ride. As a regular Uber user, I believe the app's errors contributed to these challenges, and I am seeking a waiver for the three $5 fees incurred. Thank you.

I recently placed an order that didn't go through due to my expired credit card. Despite multiple attempts to update my information through the app and contacting customer service, I still encountered login issues. Even after seeking assistance and speaking with a representative, I faced further challenges when requesting to escalate the matter to a supervisor. Unfortunately, the supervisor abruptly ended the call. I would like to submit a formal complaint to address these ongoing problems and maintain our business relationship. Kindly provide me with the necessary form to do so. Thank you for your assistance in resolving this matter.

When using the Uber app and typing "Balad" in the search box, only the Baladna Jewelry located at [redacted] W. Touhy Ave., Lincolnwood, IL [redacted] appears, while the Chicago location at [redacted] N. Kedzie Ave., Chicago, IL [redacted] does not show up. Despite both locations being correctly listed on Google Maps, the Chicago location was listed first and is an older listing. It seems that the app is only displaying the Lincolnwood store even when accessed from the Chicago location on Kedzie Ave. This mismatch caused a customer to be taken to the wrong store unintentionally. It would be more practical if both Baladna Jewelry locations showed up simultaneously when searching for "Balad" on the app. Thank you for addressing this issue.

When searching for "Balad" in the Uber app, the first business shown is Baladna Jewelry at [redacted] W. Touhy Ave., Lincolnwood, IL [redacted]. Another Baladna Jewelry location is at [redacted] N. Kedzie Ave., Chicago, IL [redacted]. It seems only the Lincolnwood location is appearing, causing confusion for customers. Even though both locations are listed correctly on Google Maps, when searched from the Kedzie Ave., Chicago site, only the Lincolnwood store is displayed. It would be more helpful if both locations were shown simultaneously to avoid customers going to the wrong store. Thank you for looking into this matter.

I took a ride from Oakville to Mississauga on Saturday night and was charged $38, which is acceptable. However, on the way back from [redacted] Cawthra Road in Mississauga, Ontario to [redacted] Nixon St. in Oakville, I was double charged. The initial charge was $40, as anticipated, but I was subsequently billed an extra $[redacted] on the same ride. In my Uber account, only a $[redacted] charge is visible, and the initial $40 payment has not been recorded, although it shows in my bank statement. I can provide screenshots of my bank account displaying the $40 and $[redacted] charges from Uber. I am seeking a $[redacted] refund for the erroneous second charge, which was a surprise and not reflected in my Uber account. The $40 receipt from the first part of the journey is missing from my Uber account as well. I am baffled by the situation and expect a prompt reimbursement for the overcharge.

Last night I contacted your customer support but got disconnected while speaking with them. I wanted to report an incident involving one of your drivers, Lisa Perpetino. She offered me a ride for cash, even though I don't have an account with your service. She picked me up at the Deptford Mall in NJ, with the intention of taking me home. However, she made an unscheduled stop at the Deptford NJ Walmart and began smoking what appeared to be crack cocaine. She offered me some, and after refusing, I asked to continue my journey home. Lisa then pleaded with me not to report her as she doesn't have car insurance. She drives a grey SUV with Uber and Lyft signs. I felt very unsafe and disturbed by this experience, and I wanted to bring it to your attention. Thank you, Nancy.

I am having trouble accessing my Uber account. After changing my cell phone, I realized I had forgotten my password and my email was linked to an old employer's address. I emailed Uber from my new phone and provided the necessary information, but they indicated that I was sending from an alternate email address. This is frustrating as my account is connected to my payments, and I am unable to create a new account. I requested a phone call three times but did not receive a response. I urgently need assistance as I am about to travel and need this issue resolved. My last email was either [redacted] or [redacted] My cell phone number is [redacted]. I have details of my recent trips and payments. Please contact me soon as this situation is causing me significant frustration.

I am a regular Uber user who relies on the service monthly to travel to and from LGA airport. Today, I encountered an issue where my scheduled 2 pm pick-up was canceled due to a supposed payment problem, which I find perplexing as my account is linked to my debit card with no known issues. Subsequently, I had to rebook another ride, incurring an additional cost of $20, using the same debit card. If this matter isn't addressed satisfactorily, I am considering switching to Lyft for both my personal transportation needs and for my employees who travel on my behalf. The timing of this incident, just 30 minutes before my pick-up, the lack of customer support, and the extra charge have left me frustrated, especially during the holiday season. As a U.S. veteran and a loyal Uber customer, I hope for a prompt resolution to this situation.

I've experienced this situation several times recently. It seems drivers are intentionally waiting for riders to cancel trips to still get paid despite being nearby. For instance, today on 11/21/[redacted] around 10:30am, I booked an Uber from the gym. The driver was only 3 minutes away on the map. After waiting for 10 minutes, I messaged him with no response. I then tried calling him 15 minutes later, but still received no answer. I waited for over 2 hours before he eventually canceled the trip. It appears he was deliberately waiting for me to cancel. I have screenshots of the expected arrival time to corroborate my experience.

I was charged a $5 fee and I would like a refund. I contacted the driver when it showed the driver had arrived, explained my location, and he insisted he was there. Despite my clear description and efforts to locate him, he was not visible. Politely, I asked if there was a way for him to signal me, but he abruptly ended the call. Shortly after, I received a notification that the trip was canceled, and I was charged $5. This situation is unacceptable, considering the inconvenience and safety concerns as a female alone in the dark. Please refund the charge promptly.

Last night, an Uber driver drove across my lawn after refusing to back out of my driveway. At approximately 7:15 PM EST, I provided directions similar to [redacted] Taylor Rd, Cincinnati, OH [redacted], but the driver mistakenly entered [redacted] Taylor Rd (a private subdivision marked "no trespassing"). Despite instructing him to back up and exit onto the main road to reach the correct address further down the street, he proceeded to drive over my lawn around my car. Before leaving, I inquired about his name, to which he only disclosed "Chris" without sharing his last name or ID. His explanation for driving on the lawn was that I wouldn't move my car. However, I emphasized that he needed to back up in order to exit my driveway safely.

I would like to share a concerning experience I had with an Uber driver on Topanga Cyn Blvd in California. The driver was driving recklessly, dangerously passing other vehicles on turns with double solid lines. Once we reached Pacific Coast Highway, he continued to drive aggressively, weaving in and out of traffic, only to pull over without picking up a rider. I was able to capture a photo of his license plate 6PMJ340. The vehicle was a dark gray Toyota Prius with black logos. As both a concerned citizen and an Uber rider, I believe it's essential for drivers to follow the rules of the road for safety. I'm unsure if my report will have an impact since I wasn't a passenger, but I am willing to provide the picture as evidence. Please guide me on how to submit my complaint along with the image.

On Thursday, November 15th, my partner and I booked an Uber ride from K+K Hotel George in Kensington, London to Primark in Oxford Street. Upon entering the car, the driver asked for clarification on the Oxford Street location near Selfridges. Despite this, he dropped us off at Hanway Street instead of our intended destination. When I raised the issue, he rudely insisted we get out of the car. Concerned due to my wife's recent back surgery and our ages (77 and 76), we complied. We later walked to Oxford Street. I have photos of the car's registration and where we were left. Given the circumstances, a refund for the trip cost would be appropriate.

I have been charged the following fees: on 11/20 at 2:29, a wait time fee of $1.79; on 11/19 at 2:35, a wait time fee of $0.75; on 11/17 at 9:56, a $5.00 cancellation fee; and on 11/14, a charge of $0.02 (with a credit of $0.18 and a wait time fee of $0.20). Each time, the driver was sent to the wrong address. I am always ready and waiting for the driver, so I should not be charged for these wait times. I disputed these charges and received a rejection notice citing too many refund requests. This is unacceptable to me, as the wait times were due to Uber's errors, not mine. The cancellation fee was unjust as I cancelled the ride after waiting more than 15 minutes past the 5-minute pickup window. I am frustrated by these charges and the need to contact Uber for corrections. If this matter is not resolved, I will discontinue using Uber.

Uber needs to address the unfairness of the current rating system that places drivers at a disadvantage. Revealing a driver's rating to passengers before they rate can lead to biased and retaliatory ratings. Drivers deserve a fair system that is not influenced by fear of retaliation. One potential solution is to conceal the driver's rating until after the passenger has provided their feedback or a set time has passed. Another option is to hide passengers' ratings from drivers entirely to prevent manipulation. The current system gives passengers too much control over the ratings process, compromising its integrity. Uber should strive for a more balanced and transparent rating system for both drivers and passengers.