4.2
5.7
Overall Score
Author: Kaitlyn Short
LAST UPDATED: April 14th, 2022
Founded in March 2009, Uber is one of the big names in the new field of peer-to-peer ride-sharing. With an easy-to-use app and huge coverage areas, Uber allows users to get a ride at any time with a few clicks on a smartphone.
Uber has grown to offer services throughout the United States and in 58 countries worldwide, helping to change the way we view the ride-sharing business model. It also has fed the craving for customized service that is so prevalent today.
Below, we look at some of the main concerns about Uber’s ride-sharing services, including price, speed, safety, and user-friendliness. Keep reading for pros and cons, plus Uber reviews from real customers.
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The Good
- Availability
- Price Estimates
- Usability
Availability
Uber is undoubtedly one of the most widespread ride-sharing services, meaning that users can rely on Uber offers in more locations than other services. Uber is available in 58 countries and more than 260 US cities. Additionally, that the mobile app is easy to use, and riders have more control over the type and size of vehicle that picks them up. Here is a breakdown of different fare options:
- uberBLACK: Private high-end black car rides for 1-4 passengers, with professional drivers.
- uberPOOL: Uber's carpool matching option. You can carpool with other riders going in the same direction for a cheaper fare.
- uberSELECT: Private high-end luxury rides for 1 to 4 passengers with high-rated drivers.
- uberSUV: Private luxury SUV rides with professional drivers for up to 6 people.
- uberTAXI: Private rides in local taxi cabs.
- uberX: Private rides for 1-4 passengers in a comfortable sedan. The basic Uber ride option.
- uberXL: Private SUV or van rides for up to 6 passengers.
- uberWAV: Private rides in wheel-chair accessible vehicles with drivers who are certified to safely assist people with disabilities. Currently testing in Chicago, Washington DC, New York City, and Philadelphia.
Price Estimates
While prices fluctuate by location, time, and car preference, Uber always allows you to get price estimates before you commit to your trip. These estimates are based on the expected time and distance of your ride. Tipping is also available through the app, but there is no required tipping fee. On average, the cost to use a basic car (UberX) is as follows:
- Cost per mile of $1.48
- Min. Ride fee of $1.70
- Safe Rides Fee of $1.00
- Cancellation fee of $10
Usability
Uber is designed for usability. Since reservations, ride information, payment, and reviews are all in the app, riders have a hassle-free experience. Additionally, the app now offers a "Split Fare" option, making riding with others easy. To use Uber, download the app on your device and register. After registration, simply open the app and enter in your destination to request a ride. Users can also choose their preferred driver and car. When a driver arrives, users will get a notification on their device. After the ride, pay in-app and review the experience. On average, Uber riders wait 4 minutes and 16 seconds for their driver to pick them up. When reserving a ride, users receive an Estimated Time of Arrival for their convenience. Uber has a reasonable wait time (an average of about four minutes) and all payment, driver rating, etc. is available through the app. With such convenience, it's no wonder more and more people are choosing Uber over traditional taxicab services.
The Bad
- Surge Pricing
- Independent Contractors
Surge Pricing
Of course, with the good comes some bad. Uber is notorious for their surge pricing, which raises the fare for rides at certain times of the day or during periods of high demand. While this is good for Uber drivers, who are independent contractors, it can be inconvenient for riders looking for a cheap lift.
Independent Contractors
There have been riders who have complained about their driver and their qualifications. It is also important to remember that users have the ability to rate and view the ratings of their drivers. As of Spring 2016, all drivers were independent contractors rather than direct employees. As such, Uber reviews applicants for the following:
- DUI or other drug related driving violations or severe infractions
- History of reckless driving
- Fatal accidents
- Sexual offenses
- Violent crimes
- Hit and runs
- Resisting or evading arrest
- Gun related violations
- Driving without insurance or suspended license charge in the past 3 years
During the screening process, the following tools are used:
- National Sex Offender Registry screen
- Social Security Trace (a lifetime-long record)
- County courthouse records going back 7 years for every county of residence
- Federal courthouse records going back 7 years
- Multi-State Criminal Database going back 7 years
- Motor Vehicle Records (past and present)
The Bottom Line
Whether you live in one of the cities Uber covers or you are just visiting, you can enjoy fast pick-up times and cheap rates.
The widespread availability and the customizable user experience have helped the Uber app to become one of the big names in ridesharing, offering customers an alternative to the pricey and inconvenient taxi industry. Users can choose a ride that emphasizes their needs: number of seats, cheaper price, or luxury experience.
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Brian H Springfield, OH
I was at work one day in Ohio and my phone began saying my uber was arriving in CANADA!! It then quickly began saying the same thing 2 more times. I was able to successfully cancel one of the trips and then had to cancel my credit card. It was impossible to talk to anyone at uber, and all their customer service just told me (in a text) was " it's probably a friend of yours using your account". I have fought them for 5 years over this and they still refuse to refund the charges that resulted from their data breach. Thankfully my credit card refunded the charges and Uber is still waiting to get paid. Do they not realize I can just order a ride from Lyft? Worst company ever!
4 years ago
M. Nielsen South Bend, IN
Had an issue with someone stealing my paypal payment information and setting up an account with Uber in their own name using my bank account. I tried to contact someone at UBER. They do not have a customer service dept or anyone that you can talk to period. These crooks used my acct to purchase over $100 in Uber eats and rides, If it is happening to me its happening to others . I just wanted to give them all the info I had so that they could investigate. Obviously they only care about the mighty $ and not their reputation as a company. I reached out thru their Facebook as well , they have scripted auto responses that never led to a human. Just be aware they don't really care
4 years ago
me burch Columbia, SC
Uber rides left me high and driver all the way across USA when my SON was dying. ph app used many times with Uber gift card cash properly loaded in wallet. Wallet shows $141 balance. tried using in Colorado only to be told INVALID payment. This was CRISIS situation where Uber had an epic fail. Now with funeral coming up, I did a one block test today. Wallet still has $141 in it and yet still INVALID payment method! Wont trust uber for the funeral. Have successfully used Uber with wallet gift cards in CT, SC, FL this is NOT a user error. I won't post my email or phone, don't want everyone to have them. So Uber, the "brain trust" of rides find my account by the balance in wallet of $141.64 and then send it by check and USPS. I'm not giving Uber my bank acct or credit card numbers, that is why I buy gift cards. If there ever was an email and/or password I don't have it, and have no idea what it could be, check 2 email accounts -nothing. account since 2018 or before.
4 years ago
RobSin43 Surrey, BC
What a joke of a company. Uber sucks most as a "taxi" company, but also with UberEats. Use any other ride share and order food from anyone other than Uber Eats. After having used Uber extensively for both, I have become much smarter and realized how horrible Uber truly is. It's their billing. It is an absolute nightmare. If I wasnt careful and didnt review my statements thoroughly, Uber would have profited a substantial amount of money from me. They invoice, refund, refill, refund, refill refill. I caught one transaction I was charged in the end for 3 times. I dont know if they are intentionally stealing, or their antiquated system cant figure things out, but I wont take a chance anymore. These multiple billings happened more than once to me. And I know from others I have spoken to, there are many more of us who can vent about our frustrations. It won't let me leave zero or negative stars
5 years ago
JZ Lisle, IL
A few years ago, Uber was reasonably priced and reliable. Now they are neither. I was in Chicago and searched on Uber to see what the cost of a ride to my destination would be. Though it was unreasonably high based on my experience with Uber months before, I decided to go with it since I was in a hurry. About 2 minutes later I went to book the ride and it was $10 more. I felt I had no choice so I booked it. For no reason or explanation, the driver cancelled my ride 2 minutes before she was to pick me up – I had already waited 12 minutes for her to arrive. I was in a rush so I hailed a cab. To my surprise, the cab’s cost was 50% LESS than Uber. Over the past 30 days 2 of my children and 2 friends had the same experience as me – high cost and last-minute cancellations. If you book an Uber and get screwed it’s your fault after reading this and other similar reviews.
5 years ago
Me Winter Haven, FL
#1 I don't like the fact you cannot call a support line and speak with someone( they tell you to go to your app under the help option on your app and there would be a blue phone or an option to speak with someone..... On my end there is not. I spoke with a chris via web chat... He has to be a robot he never answered any question... My question is.. is there anyone I can personally speak to and not a computer? I uber to go to work(mind you it's a half a mile from my house( I can't walk that distance because I have a heart condition and neuropathy. My strength needs saved for work to pay bills). The past few weeks I've had nothing but trouble either uber has no driver and I can pay $30- $46 to go a half a mile( I've even done it at least 2 hours in advance.) I tip EVERY TIME. If they find me someone they don't know where they are going to get to me (or it showed a driver was on there way to get me... He got further and further away until I messaged him and asked for someone else. They found someone that could be toe in 35 minutes mind you I requested a ride prior and with the new driver it would put me 20minutes late to work. I cancelled and just walked to work and was still charged for a ride I did not receive... Or should I say a cancellation fee.
5 years ago
Miriam Timmer-Hackert Iowa City, IA
So I wanted to drive for Uber, but someone hacked into my account, recorded a huge tip, then cashed it all out. I asked Uber for help, concerned someone was money laundering or using stolen credit cards that now had my name associated with it. I could not get a response from Uber until they just closed my account stating I had violated the terms of service. I reported this to my local police and they said they weren’t surprised I couldn’t get help from Uber, they have a reputation as not being helpful to law enforcement apparently. So that’s crazy. I understand it’s a handy platform and I enjoyed driving for Lyft for awhile but avoid driving for Uber if you can.
5 years ago
Lindsay Dee North Vancouver, BC
I was charged for a ride I didn’t take and when I messaged them to request a reversal of the charge (because their setup does not allow for telephone contact) I was told they wouldn’t be looking into it.
I was checking fares in my area and did not hit “confirm” on any of the rides offered because the fares had more than doubled in a matter of minutes. My husband drove me in our family car to my destination and because I ended up where I planned to go, Uber would not believe I hadn’t accepted a ride, even though a simple check of the purported driver’s locations vs mine that evening would not have had overlap. Uber carried on, gaslighting me, apologizing that “someone else” had accessed my account and had taken my ride (???!), and refused to investigate or consider issuing a refund.
They are a nightmare to deal with so if you choose to use them, pray you never have an issue because they will not help you.
5 years ago
Alex & Consuelo Delgado Inverness, FL
Very Bad Service from UBER,
I was way overcharged by UBER and they now Refused to refund me the money, here is a copy of the email:
Thanks for the response, however I am very dissatisfied with your response, as you guys were taking advantage of the situation, as I mentioned to you, even your own driver stated that the charges were outrageous, he even said to me to Complaint to Uber, I have already made the decision to dispute, and I will still going to dispute it, my Negative review I will make it go across as far as I have to go, it is very un fare on how you guys are ripping other people, no wonder companies like your selves that start taking advantage of customers and your own employees end up with a collective Law Suits... I am very disappointed at the way you are taking advantage and it wasn’t just couple dollars of the charges or an small percentage increase of the fair, it was almost 200% percent increase if not more of the regular price charge for the fair at the same exact location, frankly you pretty much are robbing people with an excuse, and using your driver’s to do so, which in this case the Driver was very disappointed at the Charges UBER made to me.
5 years ago
Gail Augusta, GA
I paid $32 for what was the worst ride share experience ever! I had to sit on a backseat covered in stains that looked and smelled like urine and feces. If I had been able to get out of that car I would have. The smell was atrocious! I had to spend almost twenty minutes in that horrible smelling car. I endured that ride but being a veteran diagnosed with PTSD, it was traumatic for me. And all I asked was to have Uber refund half of the fare back, I should have all of my fare returned! And I get a response that there is no room at Uber for an adjustment for me, what does that mean???
It’s obviously not about the 16 bucks, it’s the principal, I paid for a service and ended up riding in a cesspool.
6 years ago
Jessica106 Atlanta, GA
They are extremely unprofessional. Drivers do not actually try to find you to give you your food. I had a shared delivery, something I did not pick, the driver took forever! He did not attempt to call me to find where I was. He came to my neighborhood that’s apartments and just sat in front of the leasing office saying he arrived when in fact he did NOT. He completely ignored my delivery instructions. He was leaving my text messages on read. And he cancelled my order and I did NOT receive a refund! I spent over 15 dollars for this food and wait almost a hour! I called customer service and they said they could not give me a refund because I reported too many incorrect items. IF MY ORDER IS INCORRECT IT IS INCORRECT! I PAID MY MONEY FOR SPECIFIC ITEMS! DO NOT SUBSTITUTE IT WITH SOMETHING ELSE OR DO NOT GIVE IT TO ME AT ALL! THIS IS SOMETHING MCDONALDS IS FAMOUS FOR I SHOULD NOT BE AT FAULT! I STARTED ORDERING FROM A DIFFERENT ONE. If THIS is how they treat their customers I will be deleting my account and going to Lyft and GrubHub. I have never been treated like this by a BUSINESS before! VERY SAD, VERY UNPROFESSIONAL! So now that Uber driver just got free food THAT I PAID FOR AND I WILL NOT GET MY MONEY BACK!
6 years ago
harold jaffe San Diego, CA
The Uber drivers have been both good…
The Uber drivers have been both good and not good, courteous and discourteous. My problem is with Uber itself. As a University professor I am picked up at my house and dropped off at the garage structure adjacent to my office. But returning is another matter; the driver cannot find the very place where I was dropped off on his or her map, and even redirecting the driver via my phone or text may not help. Yesterday I waited in the cold for 20 minutes until the driver, a nice man, found his way to the same parking structure where I was dropped off, but then unaccountably delivered me to a destination far from my house, which somehow was not even in the driver's file. I was charged double or triple the usual cost; then, crazily, Uber billed me for a cancelled trip; which I never cancelled. Trying to rectify these problems through Uber is steering your way through an algorithmic labyrinth. I tried for half and hour and got nowhere. Uber has to be more readily accountable for its not infrequent mishaps. It's called customer service.
6 years ago
Temeka W Denver, CO
UBER TOOK MY MONEY AND NEVER REFUNDED ME FOR A TRIP I PAID TWICE FOR. 1st incident:
I took uber twice a day to and from work. I used the gift card option to apply UBER bucks to my account. Today Monday Jan 27th (after paying $15.00 for a trip for my son) I tried to reorder another uber to get to an appointment when doing so I noticed my account was at a zero balance. I still had 21.00 dollars left available after the 15.00 trip early. I sent a email describing the issue and UBER DISABLES MY Account because I complained. 2nd issue before my account was disabled. I took a uber to work and stopped at a store. For some reason the system charged me twice for one trip. I complained and showed evidence of the issue and nothing was done. UBER IS HORRIBLE WHEN IT COMES TO SERVICE. I DONT RECOMMEND IT AND IF YOU NEED A RIDE CALL LYFT. UBER REALLY STOLE MONEY FROM ME. IM A HARD WORKING SINGLE MOTHER.. They stole from me.
6 years ago
Michael Holloway New York, NY
There is no customer support despite the deceptive promise that there is. No phone number or online support. They state on their web page that you can call for support in the app, but there is no function for that, at all. Even the emergency phone number is a lie. It tells you to call 911.
The app can be navigated, and works, only for immediate pickups. Scheduling a pickup is difficult and requires persistent trial and error to figure out, which is hair raising since the function to cancel is hidden. Actual instructions or contact support would make this workable. As it is it's a nightmare. I strongly recommend finding some other service for scheduling a trip.
6 years ago
Todd Tulsa, OK
This "company" does not have a proper customer service. You have to write them thru the app and it seems like it is a auto reply to your questions. I recieved the same response 3 time to 3 different questions and the response did not attempt to answer any of them. I had a trip fee that kept increasing after the trip had finished with no explanation on why and when you look at the receipt in the app it is a lower cost then what their "customer service" computer is trying to say I owe. If you do decide to use them, just hope you don't have any issues because they have no one that'll actually help you.
6 years ago
Gianina Miami, FL
I had a really bad experience with Uber in Los Angeles this last Saturday early morning. I called an Uber to go for my interviews at USC and the driver charged a cleaning fee. The trip took 9 minutes and 53 seconds, I was not eating or anything else. I went to sleep very early on Friday night to be refreshed for the interviews process at USC. The driver sent pictures of a dirty mess saying that I did that. I am impressed how someone can be that NASTY!!! I am, also, impressed how Uber can support this kind of attitude! It is unbelievable when you have to pay a USD$ 150,00 fee that is not yours! If I have done something, I would be ashamed and pay for it. I will give up of using Uber services! It is unbelievable!!!
6 years ago
taleb awad
We experienced an awful organized crime (with gun shooting threats and robbing) that happened to us while riding the uber service during our visit to South Africa.
We ordered an uber from our hotel to “catch a meeting” in the airport at on 31st-07-2019 at 14:48hrs,
1- half way to our destination on the highway a civilian car drove beside us and asked the uber driver to pull over
2- the uber driver parked aside
3- three gunned men came out of their vehicle and approached our car
4- Searched the glove compartment and the car trunk but they surprised that we have no luggage “because they expected that we are leaving the country so we will have all the belongings and won’t even have time to report the incident to the police because we will have a flight that we would rather catch”
5- The approached our windows and threatened to shoot us if we didn’t give up all we have
6- They took 800USD and left away
Having the above said, we consider uber solely responsible for this incident as we were under their chastity and they should have their safety and security measures and standards which shall compensate us for the risk and terrible experience we had and the money we lost but they have not done any action so far although we have reported to them the full details.
We are currently back to Dubai/UAE and we trust in your international neutral standard when it comes to life treats and peoples’ safety in taking the issue up with them
Please find attached the police reports and the uber trip details
7 years ago
Christine Curcio Casselberry, FL
Let's talk about how badly Uber sucks Lyft is so much better. It'll say one price and then you look at your account information and all of a sudden your ride that you just took went up 60-something signs a dollar something you write them and they go around the question and don't even answer you correctly it's like pulling a tooth from a lion trying to get a reimbursement from them or a credit out of them they're very quick to charge a cancellation fee even if it's not your fault or your cancellation which is like $5.75 or something like that the app lags a lot it'll say that your ride is 9 minutes away and it'll stay like that and I'll come out of the app and go back in and it'll still say 9 minutes away but in fact the drivers really like 2 minutes away and then boom you get hit with a cancellation fee because you're not expecting the car to be there yet or it'll send it to a house around the corner from your actual address and then hit you with the cancellation fee if you live in a complex perfect example this morning I got 50% off of my rides because I take it a lot cuz I needed to get back and forth to work and my ride said it was going to be $3.68 but when I look at my credit statement and my Uber receipt on the account on the app it says my ride was $4 in 40 something cents so where did the extra something cents come in Supply that I wasn't aware of that you charged me anyway not to mention the app said my driver was 2 minutes away for 15 whole minutes which made me late for work I try to write about it and they go around the question and they say we're sorry for what has happened and that they're working on the problem and hopefully my next experience is better and that's it no compensation no credit for their mess up no reimbursement as if I charge them a cancellation fee of $5.75 nope totally unsatisfactory the other day I had a uber Rider and the smell in her car was so strong that it was turning my stomach I put up with it for as long as I could stand it and then I open the window and I said I'm sorry I need to open the window and she said always there a problem and I said I can't take the smell in the car it's too strong for me and she said oh what's the smell and I said it's like a menthol and she said oh perfect and then had an attitude the rest of the ride and was talking on the phone with whoever called her throughout the whole ride and this is supposed to be okay
7 years ago
Josie and Gordon Buck
We wanted everyone to know what happened to us in New Orleans With Uber, and they did nothing about it .
We went on vacation to New Orleans to take a cruise. We arrived the day before, The suggestion from our travel agent, just to make sure that nothing went wrong.
We are new to Uber and our ride from the Comfort Inn Suites at the New Orleans airport to the Port of New Orleans on Feb 7 was the first time using Uber. This was at the suggestion of the Comfort Inn Suite and we were happy with the service that was provided to the Port of New Orleans. Mileage of 14.34 and drive time of 36 minutes as recorded with a value of $21.78. On our travel from the Best Western Plus on St Charles Ave to the Louis Armstrong airport on Feb 19 was a total of 15.77 miles and a trip time of 31 minutes and with a fare charge of (adjusted by Uber from $44.11) $39.07 is still $17.29 more than our first ride with only a difference of 1.43 miles and 5 minutes.
It took two weeks to get a response back from Uber. This is unprofessional. We had explained in detail on the cost of all three of our trips with Uber, and the last trip, we where over charged, due to the driver taking a longer route. Plus the driver was on the phone with his wife when driving. In Louisiana, law prohibits talking on your phone while driving, that is called "Distracted Driving" and the driver put us in harms way and insurance companies like to hear about this when it comes to distracted drivers.
We said that I will call both Hotels, and complain, we also said that I will get a hold of Uber Head Office, plus go on social media, and do a negative review, plus do a negative review on the Uber app. My husband and I are very upset on how this has been handled, with the Uber company in New Orleans to a point that they stop returning emails, even with the Uber app.
That is a very expensive 1.43 miles and 5 minute ride. The first refund proposed by Uber was $.29 we find to be a joke and totally inadequate and we were hoping that Uber would reconsider a more substantial refund. They have refunded us so far around $10. When checking the distance to the airport it should’ve been $28.00. Since then we have not heard from Uber. Specially with the last email asking for the email for head office.
So we are done with the games, will be posting this note on all social media to let everybody know be aware of Uber ripping customers off and for their safety. Plus we will also be placing this on the website of the hotels that we were staying at.
This could’ve been prevented if they communicated with us and reimbursed us the difference which they did not I guess money is more important than having a customer base.
Josie and Gordon
7 years ago
Jeff Vancouver, WA
First time Rider
On May 17 2019 I set up a ride in advance for May 22 2019
For a pick up for my wife and I to go to the Airport for vacation. I logged in the morning of our departure saw it was scheduled for pick window 4:30 to 4:45. I saw a Uber car on the map just down the street from us. At 4:25 I looked again and saw it was canceled. I got on and scheduled another pick up and it sent a message pick up scheduled. I waited 10 min logged on to see the status it was also canceled. It was now 4:45 I had to call a friend to come and take us to the air port. Running late put a stress on the beginning of what should have been a stress free vacation. I will never use Uber again. Waiting to cancel a pickup just 5 minutes before pick up time very unprofessional. I will go back to using CABS!!
7 years ago
Shannon Ramay Las Vegas, NV
My cars in the shop but i still needed to take my daughter to school and i have to work.
i scheduled for a ride the night before for the next morning. However, when you schedule for a ride, you can't add stops. Although, the app does say just to tell the driver where u want to go. So i did!
The driver wasn't as friendly or talkative.I wanted to go to McD's before dropping off my daughter so she could have breakfast. All he told me was i had to put in the locations myself. So he says OK. Then we drop off my daughter at her school. I still needed to head home but still needed water and food for later. So i ask him to drive me to the closest gas station. He then finally says I had to put it in, OK.
If i had known that was going to be last stop, i would have said take me home from there but he just OK. at the gas station he said this is where you're last stop is? Yet, the app said i still had one more stop, but every time i tried to put in my home address it said error sorry try again.
The app is useless to add stops while in the car. Or for scheduled rides with multiple stops. there was no one to contact customer service- very easily.
So he dumped me at the gas station. i contacted their competitor lyft, who are more friendly and communicative and who will put in stops on their end. who help people when they are scared and don't do this kind of thing!
7 years ago
john johnson Sioux Falls, SD
I've read many of the positive reviews and while I have had great drivers with Uber I've also had very bad drivers. It they are bad drivers and you think you can do something to get them removed from Uber think again that's not going to happen. Probably the worst situation is lack of language skills with Uber drivers around NYC. Here is a case in point. I'm standing in pouring rain. Call an Uber says it will be 5 minutes. 10 minutes later I get a call from the Uber driver in serious broken English which took me about 3 times of asking "What are you saying?" Finally I figure out he doesn't know where I am. I tell him the the cross streets but he doesn't under "one hundred and sixty third street" so I try "1,6,3 street" after about 10 times of saying this over and over he finds us. Then he charges us for waiting over 2 minutes. REALLY? Outrageous that Uber doesn't even make sure people understand the language(s) used in each specific country or at least hires people that realize their incompetence isn't rewarded by charging the customer more.
7 years ago
Mark Miami, FL
Today was my final attempt to collect the money that Uber erroneously charged me several months ago. Today they made their final excuse to keep my money. Shortly after my 10 mile trip that I've made many times with Uber, I realized that I was being charged for a trip that was 138 miles and over 2 hours in duration. Uber charged me $175 for this trip that took about 15 minutes as usual.
The emailed receipt clearly showed my trip from the airport to my home address, around 10 miles. The receipt also showed the time and miles as being inconsistent with my short trip. Long story short ..... looks like the driver scammed me and then the company refused to even acknowledge the discrepancies, much less refund any money to me.
It's kind of funny really, they ripped me off for around $150 but I used to spend around that much with Uber each month prior to this incident. So they're not only greedy and dishonest but they are shortsighted and bad at customer service and customer retention.
Good luck, Uber. Not really.....
8 years ago
Marc9889 Athens, AL
While visiting Nashville for a concert on August 25th, I scheduled an Uber ride at the quoted rate (iPhone app) of $21.xx. We traveled from 5th avenue, not far from Bridgestone Arena to the Gaylord Hotel. Upon arrival, I tipped the driver in cash, and we exited the vehicle. A few seconds later, I received a notification that I had been charged $79.72! Uber informed me that there was a "surge charge" (which I had never heard of) and that it is applicable, essentially when there are very few drivers available, relative to the number of riders needing rides. Supposedly, the rider is notified of the surge charge before accepting or rejecting the ride, but I wasn't. I was simply told "$21.xx", then charged $79.72.
8 years ago
Nana
I have been usinv uber ever since it was introduced in Ghana and so i can boldly say that thr drivers they have as at now are really rude and wack. This driver insulted me and asked me to get down from his car because he wasn't going to go on the trip. He stopped for minutes asking me to get down of which I refused. He was 4mins away from my pickup point but he got there and told me he spent 7 minutes to get there and so would not use his fuel for a 4 minutes trip. I felt very embarrassed as people were looking at him trying to get me to get down from his car. is this how you train your drivers? I didn't get down and he took about 6 minutes to get me to my destination instead of 4 minutes. Be kept telling me the car belongs to him and not uber and that he wants me out of the car. How unprofessional? I would not be this upset if he had just cancelled right away when he realised was a short trip. He instead drove me away from my pickup location and expected me to get down and walk back home to request another uber or i don't know what. Uber drivers in Ghana should be given proper training on how to talk and relate with customers. Bad word of mouth can bring them down. I have just downloaded Taxify. Hoping for the best from their drivers.
8 years ago
rads15
I was picked up from my workplace on 30/8/2017 at around 8:56 pm by cab no. TN 07 CE 8554. The trip started on my account but the drivers account was not updated. navigation kept directing the driver to my pick up point. finally after taking a full circle and wasting my time he called up customer service. the executive directed him to cancel my ongoing trip and ask me to book another assuring that the same cab will be assigned. the driver cancelled and when i booked again i was assigned a ride 20 min away. the driver asked me to get off on the street amidst a downpour. when i refused to get off away from my pick up point, while it was raining and demanded to talk to customer service again, the driver called up the office again but refused to let me speak. customer service executive told him to tell me that i am not being charged for the trip so get off. I have never seen such behavior in my life. the moment you undertake the responsibility of a trip, you are taking responsibility for our time, safety and good service delivery and in return take payment from us. you cannot waste our time, compromise our safety and then put us through discomfort and finally say 'ok we won't charge you this time'. looks like uber is no better than a bunch of scoundrels with no work ethics or standards.
9 years ago
Lauren Gittens
While out of town, scheduled a pickup for an employee. Uber apparently showed up and didn't see her, didn't call, no text, nothing and left. Trying to contact customer service and they are telling me that I can't because the phone number that I'm calling from, that's on my account, that has always been on my account is invalid. In the middle of nowhere standing next to a tree to get a signal for over an hour now to get this resolved and nothing. I'd rather just pay a friend to get the same thing done or call a traditional taxi service with a brick and mortar office so that I have some recourse to deal with issues. Otherwise what is the point in using a 'business'?
9 years ago
Catherine H Haneberg Portland, OR
i contracted with Uber for a ride to the airport. The quoted time was 8 minutes. I watched the driver on the app sit in one place for over 5 minutes, then start slowly toward me. All of a sudden, she veered off in another direction. I waited to see if she would correct. She didn't. I called her. She said she had just dropped off a customer. Over the next several minutes, she could not seem to figure out what she was doing. I placed 2 more phone calls to her, getting unsatisfactory responses. I finally had to cancel 23 minutes after I placed the order. Uber originally was not going to refund my cancellation charge, and gave no reason, except for they reviewed the call and decided not to. I replied and they ultimately gave me a credit to my uber account. I asked for a Visa refund, as I know they can do this, and they refused. I will never use them again. The fact that a customer is penalized for cancelling an order that is more than 15 minutes later than the original quote is ridiculous. What penalty does the driver pay? Never again
9 years ago
Kim Coraopolis, PA
Fortunately I do not use Uber more than Once every few years. The fees are ridiculous. I am all for the fuel surcharge with the cost of fuel. However booking fees of $7. Reservation fees $6.
Waiting time charges 13 cents, airport surcharges $3, green future and green surge charge $1. How do you request a ride with out booking(lol)? Drivers don't assist or even get out of the car. I feel bad for drivers. The only people making money is Uber
4 years ago
Review Source
Shawn Porter Columbus, OH
Uber doesn't have a customer service number for customers . Secondly Uber will send a driver then cancel in route if that driver is needed for more trips leaving you waiting and texting that the driver canceled and I was charged. What planet does this occur on.. Uber maybe a Household name, but Uber is not ACCOUNTABLE your customers want answers .
4 years ago
Tina Ferrara Danbury, CT
I have enjoyed Uber for years - no more. I scheduled a trip to the airport for Thursday a week in advance, and 10 minutes before the driver showed up, he cancelled. I called Lyft and not only were they there in 10 minutes, it was 20% less expensive. Then in Orlando the $15 Uber to Universal turned into a $130 trip back - "surge pricing". Beware!
6 years ago
John Rodway Highland Falls, NY
The Uber app does not work properly. I cannot change my password. I got charged for a ride the showed an error code and no driver ever called. There is no Support in help as described. I have several more issues but you cannot speak to a representative in order to get help. The app will not let you schedule a ride for a future date. Frustrated to the max.
6 years ago
Kelly Malvern, PA
I have had more problems with uber than lyft. 4 different times in 4 different locations, the driver told me he was picking up my location a couple minutes down the road them refused to meet me where I was. Each time I would get to the location of the uber driver, only to find out the driver cancelled the ride. I'm sorry if u depend on these services Lyft is ur best bet. Uber doesn't even have a customer care line. They want to charge you for cancelled rides that the drivers make impossible for u to get to. Please use Lyft it's safer and more accurate l.
7 years ago
Debbie Seattle, WA
I loved the personality of the driver. However this is the second time I've been charged wait time when it wasn't my fault. I'm standing at my designated location when the driver calls and is in a different location. He finally gets there, we hop in and I'm charged wait time. I can't tip the drivers or even continue to use the service if this continues.
7 years ago
David Shore
Used the order in advance service yesterday for a short trip from my hotel in Miami to the airport, was given a price of $88.99, I set the pick up time for 5am to get me to the airport. When I got out at the airport, I was charged $173 by Uber, what a rip off. Don’t use the Uber advance service, they just use it to gouge you on price, without any warning, used Lyft at LAX today, checked the Uber price and it was far more expensive, will be using Lyft in future.
7 years ago
Robert Brookhaven, PA
Customer service is absolutely terrible. I have recently been locked out due to some background check. In the middle of a fair mind you. I recently relocated to a different state and have a different drivers license. The old state drivers license was still active in my account but due to it no longer being a valid license, and I supplied the new one, the background check failed and now I have to wait 7-15 days for a resolution.
7 years ago
Tammy Midway, GA
I think that You uber needs to tell the Ryder not only with Uber is charging but what their paying Uber driver that's from my experience I'm short trips Uber charges us $6.15as a minimum charge and only pays the driver $2.62Uber's and then tonight on a long ride it took 1 hour and was 46 miles long and they charged a $10surge fee total for Ryder was $84 and Uber driver. 49dollars Uber made $30 and off the ride how are they suppose 2know what 2tip if they think we making all that money
7 years ago
Rita B
I’ve been using uber for a year now and since then I have I’ve seen a steady decline in the quality of drivers, hidden fees (upfront pricing is a thing of the past), redundant promotions, and cut&paste customer service. Was very loyal customer and advocate but my last trip experience on May 8, 2019 with über and their customer service was the last straw. Save yourself the headaches and use a different ride share - you’ll be contesting every trip with über.
7 years ago
Kristina Freytiz-Collazo Reading, PA
They charged me and the Uber driver never showed up ! He cancelled my ride when he was 2 minutes away now I reached out to Uber the guy said he’s going to transfer me to the riders team but never did instead he stayed quite (I could hear the other people in the background talking) and then hung up when I kept saying hello . Now they say they have no number for that department when I called back . I am extremely upset ! I never had an issue before this but this is crazy ! Just give me my money back . I guess I will need to switch to lift .
7 years ago
Brett Wonsch Quincy, FL
I wish there was a way to give zero stars times infinity who charges someone's card twice for 37.87 equaling up to 75 and some change and cant find them a ride yet you took the money and we the customer can't get in touch with anyone because there are no phone numbers to call and now I have to wait a week to get my money back and I'm still out 200 because I can't get to my car rental screw uber you suck
7 years ago
Lauren Greenville, NC
I have used Uber for years now and never had any problem until last week. I was charged an absurd amount of money for cleaning, and they were not even able to back up these charges when asked for the reasoning. I would much rather talk to someone on the phone and get things figured out, but they do not even have a customer service number. They will only talk to you via the app. No company should be allowed to charge ridiculous amounts of money without giving the ability to deny the charges. Switching to Lyft.
7 years ago
LaWanda Albany, NY
I have driven for Uber and I've been a customer. As a customer I found that Uber was charging me a late fee when the Uber app told the driver that I was at a different location. The drivers were being told to stop around the corner from my actual house. When I contacted Uber I was told that I couldn't get the late fees back that I has been charged. I will use Lyft from now on, at least their GPS is correct.
7 years ago
Joe mahany Miami, FL
I took Uber from Cutler Bay to down town Miami the fare going was $19.60 then when I got there I turned around and came right back and they charged me $47.00 how can this be it took just half the time to get back if you ask me that is a rip off I will not use Uber again they suck and have very unfair business practices besides who can deal with a company where you can not call them on the phone they have No customer service I stopped the payment on my charge card WHAT A RIP OFF
7 years ago
John Ingram Portland, OR
I purchased a $50 in-app gift code and sent it to my daughter. Immediately afterwards Uber disabled her account, along with the $50 I sent her. Now, 7 months later I am still filing complaints with Uber and other government regulatory agencies with no end in sight. Their customer service is horrible. Uber gets an F on the BBB while Lyft receives an A+ which is very telling.
8 years ago
Julie Firkins Orem, UT
i was an uber driver for about 6 months. they are not a great company to work for. they don't encourage tips, i loved meeting new people but i couldn't even begin to make minimum wage with the amount of money i was paid. you do not get paid for the time or gas you spend picking people up only once they are in the car, so you may have to drive clear across town and then get a 10 minute fair.
9 years ago
Susan Stewart Salt Lake City, UT
I was an Uber driver for most of last year. I really enjoyed giving people rides, and had so much fun meeting new people. However, Uber is horrible to work for. The money wasn't worth the gas, and the couple of times that there were errors with the app, I was the one who ended up paying for it. I finally stopped Ubering. As fun as it was, it just wasn't worth the it. Sometimes when I would take a shit it would end up costing me money. I figured on average I made close to $7 an hour which is below minimum wage.
9 years ago
kip petrykowski Charlotte, NC
Driver was late, didn't respond to text asking why he was not going to be on time. No number to reach out to Uber to discuss, they gave me a credit for another ride after I complained in the ap (no human to speak with), I want my money back, I don't want to use them again, what does the credit do for me nothing!
5 years ago
Linda Walker
If I could I'd give Uber a zero!!!
Today was my first & last experience w/Uber.
It was arranged thru our mechanic shop for a ride home & back again. Ride home was what we expected. But pick up to return for our vehicle was a frustrating & terrible experience. I will never pay w/my money for Uber sevice.
5 years ago
Kathleen Oklahoma City, OK
The draconian rules that Uber forces it’s customers to adhere to violate our constitutional rights as Americans. I was verbally attacked by a driver about a mask. I will not EVER be using Uber again. I plan on telling everyone I know about my terrible experience.
5 years ago
Mila Kovalskay
My name is Ludmila
I book a Uber from my home to airport
it was $24.98 but I did receive a bill for $35.40.
When I did book Uber from airport to my home it was $26.80
I did receive a bill of $60 so be careful .I did send to Uber a
email but no results.
,
7 years ago
