Business Profile

Transportation

Uber

Headquarters

This business is NOT BBB Accredited.

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Additional Complaint Information

Customer Complaint:

BBB’s profile for Uber Technologies, was created September 2012. A review of complaints was completed in November 2024. For questions or concerns about your order, please visit help with an order and for questions about refunds, the BBB recommends users to review their Terms of Use (please see 7. Payments - Refunds).

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Initial Complaint
10/22/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company doubled charged me for a payment & is claiming it is an authorization hold. I should not have to wait 3-5 bus days for my money to be release back to me. I have spoken to 2 reps at this business & one disconnected when as asking for a manager. His name is listed in photo.
Business response
10/30/2024
Hi,
Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting *************
Initial Complaint
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I received an $20 off 2 orders . Promotion . I used one Sunday and went and used the next one the next day Monday. While placing my order uber deactivated my promotion after they took out the full order amount. When I tried to cancel immediately they refused to cancel and told me if I cancel they would still charge me. And they took out an extra $1 for the promotion being used . They refuse to refund that also even though they deactivated the code after my order was placed .
Business response
10/29/2024
Hi,
Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting *************
Initial Complaint
10/21/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Uber isnot allowing me to spend my UE cash and im starving. The other day i reached out to them because i was in the exact same position. I was a lot more polite/agreeable/respectful/patient. Today im not going to be. I can't eat (again) because they have informed me i need to wait 6-12 hours (again?) Unacceptable corporate abuse. I am demanding $100 worth of Uber Eats cash (for pain and suffering) in addition to the $17 remaining on there and I want to be able to access it. And I want the access fixed to this account so i dont get the error in the screenshot that wont allow me to spend my UE money on the app (see attachment x for this original error)
Business response
10/29/2024
Hi,
Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting *************
Initial Complaint
10/21/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Uber and Uber eats keeps constantly stealing money and lying not honoring the promotions that they send me. I have a promotion on my account for 25% off for 20 rides that they sent and the are not honoring it. They also keep sending me extra surcharges to pay for, and if I don't I can get a ride to work. Also had my kids open new accounts and they did not honor the promo for new teen accounts for up $20 off rides and food. They charged my card for both the food and rides. Uber/ Uber eats need to refund my money and honor the promotion they have been sending out. If it is not resolved I will be taking legal action.
Business response
10/29/2024
Hi,
Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting *************
Initial Complaint
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Let me begin this by sayinf Uber could’ve totally helped me. They just didn’t want to give me my money back. I ordered ******** through the UberEats app never arrived. I called ******** and UberEats back and forth they keep telling me to call the other business. I got so helpless. Never came to a resolution, and never saw my money back. Uber said there was nothing they could do which is a straight up lie. They even go on to say there was confirmed proof of delivery when no photo was ever provided that it was. Vowed to never use their service again, but I still want my money back.
Business response
10/29/2024
Hi,
Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting *************
Initial Complaint
10/20/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Today 10:20 I placed an order and received the wrong food. I provided a copy of my receipt and a photo of the food I received. Uber states that it did t qualify for a refund even though it is one of the reasons they offer when you request help on their app. I did not order Cookies or pies or 4 piece nuggets nothing in the bag was what I had ordered
Business response
10/30/2024
Hi,
Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting *************
Initial Complaint
10/20/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 10/19/2024 at 11:19 PM. I requested an Uber pick up on the Uber app for a pick up location at the Tyson's Corner Metro in Virginia. (my location was visible on the app) The Uber driver arrived at the wrong location, the driver was actually waiting on the wrong side of the metro station. I immediately communicated with the driver to explain to him that he was on the wrong side of the metro station. Instead of him coming over to the correct side, where I was waiting, the driver canceled the trip! Clearly, I was at the requested pick up location. However Uber charged my credit card a $5.75 cancelation fee. I immediately disputed the cancelation fee with Uber online. Unfortunately, this.process can only be done online via the app. They acknowledged in the dispute chat chain, that I was not picked up & the driver did indeed cancel the trip, but the ride (or lack there of) is not eligible for a refund because the driver arrived & "waited 2 minutes" AT THE WRONG LOCATION!! This is standard practice for Uber to take advantage of riders by charging bogus fees & fare rates. They then make the dispute process ineffective by only allowing you to chat with a "bot" or only replying to complaints with auto generated responses. I realize that $5.75 is not a whole lot of money, if it's a random one time occurrence, but this fraudulent practice has become standard for Uber! Because they think that there's no consequences for their scandalous practices. It's completely unethical for Uber to acknowledge their error, but deny the customer a refund! I would like for my $5.75 to be refunded BACK TO MY CREDIT CARD & Uber should be investigated for fraudulent credit card charges
Business response
10/29/2024
Hi,
Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting *************
Initial Complaint
10/20/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This complaint has to do with the fraudulent and scamming business practices Uber Eats has been a part of, while manning thousands of not more of people. This has been happening to me for about a year now. It has also happened to my friends and family. You place an order for delivery. Order says delivered. It in fact did not deliver. I received nothing. The order drop off is set to have a pin that you need to give to the driver for accuracy purposes. It seems uber eats allow them to deliver without the pin. Which was the purpose of the pin in the first place; to prove receipt. I did not give uber eats drivers pin in any occurrence. This is false safety tool used by uber. I attempt to call Uber eats, but of course there is no number to contact. When you select help from the menu on the app, it directs you to an automated service and replies that my order is not eligible for refund. I tried calling the driver several times and the call just kept going to voicemail. And when I tried to leave a voicemail, the voicemail box was full. Uber is hiring any drivers, whether they are here illegally, whether they have a criminal background, whether they are stealing the customers money. They then have false safety measures in place. They also do not allow for customer service contact. They basically put their customers against the wall and have no choice, but to lose money.
Business response
10/29/2024
Hi,
Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting *************
Initial Complaint
10/19/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I place an order in January and I was charged twice. I tried to work with the company but they didn’t give me a refund. I called my card company and they refunded the charges. I was again charged by Uber for the disputed charge in July. They refused to give me a refund.
Business response
10/25/2024
Hi,
Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting *************.
Customer response
10/30/2024

Complaint: ********

I am rejecting this response because: I have communicated through the app and the phone with the support team multiple times. This is not an appropriate action/response to my complaint.

Sincerely,

Richel H********
Business response
11/01/2024
Hi,
Thank you for reaching out to Uber Support.
Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting *************.
Customer response
11/01/2024

Complaint: ********

I am rejecting this response because:
Again, I have reached out multiple times through the app and on the phone without a resolution to this issue. Please communicate through here.

Sincerely,

Richel H********
Business response
11/06/2024
Hi,
Thank you for reaching out to Uber Support.
Our dedicated team has previously followed up with you via in-app support in regard to your escalation. We've investigated your report and have already taken the appropriate actions. If you have any additional questions or concerns, please visit our help center at *************.
Customer response
11/07/2024

Complaint: ********

I am rejecting this response because: Again, I reached out to your support team multiples times through the app and by phone without a resolution. I was charged twice on the same day. One for a meal I never received.

Sincerely,

Richel H********
Initial Complaint
10/19/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a ride through Ubers app. During the ride, the driver made an excessive amount of dangerous lane changes, drove at high speeds, was in multiple near collisions and was constantly honking and using his high beam headlights at other drivers placing myself, my accompanying rider and other drivers on the road in fear for their life. I’ve requested a refund through the app and was told that my safety and security does not fall under their guidelines for a refund. Numerous attempts to resolve this through the Uber Apps support chat have failed. Uber gave me 12% back of my total ride price and they refuse to give me back my full amount.
Business response
10/26/2024
Hi, Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting *************
Customer response
10/26/2024

Complaint: ********

I am rejecting this response because:
If you read my issue then you would have already known I attempted to resolve the situation by going through your dedicated support team that provided zero support. I informed them of the issue going through multiple staff members who advised me that the safety and security situation did not qualify for a full reimbursement of my fare. Your generic response is insulting to say the least.

Sincerely,

Dane B***
Business response
11/01/2024
Hi, Thank you for reaching out to Uber Support. Our dedicated team has previously followed up with you via in-app support in to your escalation. We've investigated your report and have already taken the appropriate actions. If you have any additional questions or concerns, please visit our help center at *************.
Customer response
11/01/2024

Complaint: ********

I am rejecting this response because:
the issue was never addressed. Your company’s response was refunding me 12% of my original charge. I requested a full refund for your driver who drove completely reckless placing my father and I in numerous near accidents. We requested the driver to slow down and follow safe driving laws which he disregarded. The appropriate action by your company should be to refund the trip in full which you are denying. Therefore completely accepting and allowing safety and security to not be paramount for your riders.

Sincerely,

Dane B***
Business response
11/06/2024
Hi,
Thank you for reaching out to Uber Support.
Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting *************.
Customer response
11/06/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Dane B***

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BBB Rating & Accreditation

B-

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Years in Business: 16

Customer Reviews are not used in the calculation of BBB Rating

Reasons for BBB Rating

Contact Information

1725 3rd St

San Francisco, CA 94158

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Business hours

Open 24 Hours

Customer Complaints Summary

14,418 total complaints in the last 3 years.

5,390 complaints closed in the last 12 months.

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