How to Lodge Complaint to Uber on a Uber Staff?

Llflzg on 26/06/2018 - 15:47
Last edited 26/06/2018 - 15:55 by 1 other user

Trying to keep it short, my wife and I took Uber from my place to airport to catch flight back in March cost us around $45, 2 weeks later when we returned we took Uber from airport back home, I gave quick good review to the driver then found out later I was charged extra $20+.

Sent a message via Uber app (my understanding is this is the only way to communicate with Uber) queried about the extra charge, there is one Uber staff that replied to my message advised the charge was correct without giving me any details even though I asked few times and stated that the two rides had similar distance and traffic conditions. The Uber staff kept saying I have nothing to worry about and the charge is correct, also said he (judging by the name) has no access to details of the fee??? All these were done via messages in Uber app so luckily I have all conversations sent to me via email.

After 8 - 9 hours since the first message and total of 7 - 8 messages exchange, finally someone else pick up my message (probably the first Uber rep finished work). the 2nd Uber staff was helpful gave me reason for the extra money straight away which is the driver charge me for 5+ riders. Even though I already called my bank to have the extra money refunded which includes cancelling my CC. The 2nd Uber staff confirmed the incorrect charge and I changed my review to 1 start for the driver. I believe the driver did it for purpose as I called the doctor for urgent appointment for my unwell pregnant wife in the car so he knew I will be busy on the day

Now, I am thinking to lodge a formal complaint to the 1st Uber staff who refused to assist and provided false information. But not sure how I can lodge it. Can't find complaint section in app and bit worry if I send message from a ride it will end up received by the same staff.

Anyone knows how to proceed? Thanks

Travel Uber

Related Stores

Uber
Uber

Comments

  • [Deactivated] on 26/06/2018 - 15:53
    +7

    Good luck, you're going to need it.

    Uber doesn't care about you.

  • [Deactivated] on 26/06/2018 - 15:57

    You need a tl;dr

    • HighAndDry on 26/06/2018 - 16:00
      +11

      Tl;Dr:

      OP called an Uber from airport to home. Was charged extra $20. Asked Uber support why, was assured by Uber Support staff that it was all normal, without that person actually checking. Second Uber Support person confirmed it was wrong because it was a charge for having 5+ passengers (it was only OP and his wife).

      OP wants to make a complaint about the first Uber Support staff member who tried to brush off his complaint without actually looking into it.

  • Pootie Tang on 26/06/2018 - 15:58

    Pffffffffffffffffffffffffffffffffffffffft

  • tsunamisurfer on 26/06/2018 - 16:26

    You could lay a complaint but all that will happen is that management will give Drone 1 a commendation for trying to improve Uber revenue, then chastise Drone 2 for doing the opposite.

  • CyberMurning on 26/06/2018 - 16:57

    interested. i want to lodge complain too, i got smses about "your uber code xxx" almost every day, sometimes in the middle of the night.

  • ronnknee on 26/06/2018 - 17:09

    Was there an airport pickup fee? How does the second route compare to the first? Was there a surge?

    • HighAndDry on 26/06/2018 - 17:42
      -6

      Was it you in the other thread that asked questions about things which were stated plainly in the post too?

      OP compared an airport ride from the airport to another one to the airport. Both should have extra airport fees. OP states the distance and traffic conditions were similar (because they were to and from home). Not only that, but OP also states Uber has already said:

      the 2nd Uber staff was helpful gave me reason for the extra money straight away which is the driver charge me for 5+ riders.

      • ronnknee on 26/06/2018 - 18:22

        Both should have extra airport fees.

        That is incorrect. Going to the airport does not incur an airport fee, only getting picked up from the airport does.

        I am asking about the actual route taken, basically if they are similar. Similar distances does not mean similar routes. Different routes, especially via toll roads, can incur tolls.

        You are making a lot of assumptions here.

        • HighAndDry on 26/06/2018 - 18:26

          Huh you're right - only picking up from airport incurs fees. It's only a $4-$4.20 fee but nonetheless you're right. But in any case, OP has already said that Uber told him it was an extra fee for having 5+ passengers. Guess we're both wrong =/

  • ChillBro on 26/06/2018 - 18:30
    +1

    What if the uber staff you file the complaint to was just as dismissive as the first person? Would you file a complaint against them as well?

  • Lucid on 26/06/2018 - 18:37

    If you don't mind, would you be able to to share the fare breakdown in the receipt? If you go into trip details, there should be a tab that will have the receipt as well as a breakdown of all the fares. This should provide a bit of clarity.

    • lflzg on 27/06/2018 - 20:32

      I remember there were few components of the fee. They all the same titles comparing to the frist travel, except an extra airport fee. All items of the 2nd travel were more expensive than the 1st travel so ended up extra 20+. Thats why I kept asking how the difference occured. Thx

  • Nick939 on 05/07/2018 - 15:15

    Can you please share your fare breakdown? From how you described it, drivers can sneak this 5+ passenger option in without it easily being shown to the customer. It seems you have to question Uber support and even then won’t be always told correctly.

    I feel like I was charged quite high the other week but I have no previous similar trip to compare price to. What specifically made you question your Uber cost besides the 20+? Was there also something in the fare breakdown?

  • Igzzz on 24/08/2018 - 13:56

    First of all, Uber drivers are not Uber staff. They are independent contractors who receive bookings from Uber.

    Secondly, the driver has NO CONTROL on how much you are charged. Before you book the ride, the app will show you a price, take a screenshot of this before taking the ride, you also would have accepted the price quoted to you before booking the ride, if you didn't realise it was $20 more then it's simply your fault.

  • Gorian4 on 24/08/2018 - 14:38

    Simple, does it say XL reciept or X receipt?

    I'm 90% sure you tapped XL

Login or Join to leave a comment
Login Join