Business Profile

Transportation

Uber

This business is NOT BBB Accredited.

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Important 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).

Complaints

This profile includes complaints for Uber's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

21,999 total complaints in the last 3 years.
10,671 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Uber doesn't care about its drivers. I was on a trip that was an hour away from my home city only to have my account blocked after completing the trip. The reason given was a safety report & they want you to address something that they refuse to give you information on. They claim it's a privacy issue & they can't tell you the issue. Well if someone reports something we need to know so we can tell them our side to whatever was stated instead of us guessing which trip or customer we need to address. In the past, I was wrongly blocked from my account due to ********************** mistaking me as the driver the young girl canceled with a male driver she felt uncomfortable with & could smell alcohol on his breath. After she cancelled I accepted the ride & took her from her high school to her home. Then I accepted another ride to Willimantic which was an hour away from my home & after completing the ride my account was blocked. I was given the reason then & was able to address the issue in giving my information on that trip. Unfortunately, this company still took their time to correct this issue. However, with this report Uber is refusing to disclose the safety issue this time. This leaves a driver to guess on an issue they don't know if they are addressing the right one. Also, leaving a driver stranded an hour away from home is unethical & definitely a bad business practice & in addition they lock you from your money you have rightfully earned. Why should Uber be allowed to block money you have earned. I'm currently renting a vehicle from Hertz @ $326 per ******** didn't rent this vehicle to not be driving & making money. These types of issues should be addressed in less than 24-48hrs & not drivers being told it will take a week to address while leaving the driver to bear the brunt of these expenses & lost wages daily which is used to help their households. Withholding income is cruel punishment as individuals have daily expense to take care of. We need to be compensated for lost wages.
Business Response
Date: 06/05/2024
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 help.uber.com.
Initial Complaint
Date:05/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
So in February 2024 I got scammed out of ****** of my money in my Uber ************ The guy that scammed me knew everything about the app, he knew about the customer that thought I was letting someone use my account because I had the wrong vehicle selected. Thats what started it all, how was I to know he wasnt really an Uber employee. I wasnt even a month in working for Uber. He placed an order and when I tried to deliver it there was nobody in the hotel by that name. When I walked back to my car and got in my phone rang and I answered it and it was the guy telling me he was with Uber and he told me how to cancel the order that he put in. He said he did the order so I can be off of the road when he called me and he can do an identity verification check on me. I needed to take a selfie and answer some questions like verify my full name and birthdate. He never asked for my PIN number or account number. He told me I will be getting reimbursed for my time not working. He then walked me through the deposit process to get the 50$s credited to my account for the time and inconvenience I was going through only to see MY money go down to 0. I said hold on my account went to zero, he said yes it will all be put back plus the fifty dollars and it wont show up until I did 4 deliveries. Again I havent even been an Uber driver for a month I did not know what was happening and everything he was telling me could only be known by someone from Uber. He knew how much money I had in my account, I never gave him any information about my account he never asked either he already knew. When my account was drained I immediately called Uber and they told me I needed to contact Uber branch. After I talked to the guy from branch who clearly wasnt going to help, he assured me that it would get settled and not to worry, just wait for an email from Uber Branch, which I never got one from them until you emailed me 5/28/24. I tried to get ahold of someone to see what was going on with
Business Response
Date: 06/06/2024
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 help.uber.com.
Initial Complaint
Date:05/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered from two restaurants. One did not give my order. The other gave me burnt food. I contacted support. They said they issued a refund. Then later, I see that they still had charges pending to my account. I tried to resolve this but support is telling me that it's settled. I contacted my bank and it was settled through the bank because I did not receive what I was supposed to receive. Uber is giving me the run around and will not remove these charges for things I did not receive.
Business Response
Date: 06/06/2024
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 help.uber.com.
Customer Answer
Date: 06/06/2024

Complaint: 21772873

I am rejecting this response because:
Uber sends everything through their support and the support team does not solve the issue. I actually went through support to try and resolve this and they cut my ability to discuss this matter further which is why I went through the BBB. IF they assigned this to a single agent, yes I would be okay with this method but each agent is not trained properly in handling issues.

Sincerely,

*****************************************
Business Response
Date: 06/07/2024
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 help.uber.com.
Customer Answer
Date: 06/07/2024

Complaint: 21772873

I am rejecting this response because:
It is not appropriate. The original agent got rid of the charges because I did not receive what I was supposed to receive and someone else decided to keep the charges on the account unfairly. If you look at the original support conversation, it states that the charges were refunded and they were not. How is this appropriate?
Telling me they took appropriate actions does not stop me from this complaint.

Sincerely,

*****************************************
Business Response
Date: 06/08/2024
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 help.uber.com.
Customer Answer
Date: 06/13/2024

Complaint: 21772873

I am rejecting this response because:
It is incorrect.

Sincerely,

*****************************************
Initial Complaint
Date:05/29/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order for 8 Nacho Bellgrandes, 6 without beans. The entire order arrived incorrect. The entire order arrived incorrectly. I contacted UberEats whom thanked me for the feedback but advised that the order wasn't eligible for remake or refund. I called **** **** whom said that I had to take it up with UberEats. No one made any attempt to resolve my issue. BBB has successfully assisted me with UberEats refusal to make my situation right in the past, and I am hoping that you will be able to assist me again to stop these unfair business practices.
Business Response
Date: 06/06/2024
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 *************.
Initial Complaint
Date:05/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Uber has wrongly deactivated my account and after multiple documented outreaches to their support team, I have not had any success. Uber is stating I have violated their safety policies and every support request ends in the same response.I have never violated any of their terms or agreements let alone any safety violations. I have always used their platform for many years and their lack of support on this issue is very disappointing. I am upset because this is an accusation of wrong doing but no due process to get it resolved. Their care agents dont seem to care about customers at all and this has been a horrible experience. I wish to have my account restored in full and a demand a detailed explanation why they deactivated my account in the first place with no notification, no reasoning and no outreach to confirm any wrong doing.
Business Response
Date: 06/06/2024
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 help.uber.com.
Customer Answer
Date: 06/06/2024

Complaint: 21772425

I am rejecting this response because:
The in app support is not possible because I cannot even login. Second, Ive contacted this Uber support many times with no success. No one live is willing to work with me and the offshore team just sends me generic responses and close my inquiries. I do think my issue and case needs to be reviewed by someone with authority over the account being locked. Again, Ive had no violations with Uber and they cannot point to anything specific that states I have violated their safety policies. *** asked many times and they could not respond. I am wrongly deactivated and this is not right with Uber not seeming to care at all to resolve the issue.
Sincerely,

*************
Customer Answer
Date: 06/06/2024
I briefly drove for Uber in 2016 for a couple months. I did not have an issue with my Uber Driver profile during any of that time at all. I cannot login to my Uber ride hailing profile either because Uber is saying I violated a "safety policy". I have never violated anything or have been told I violated anything with Uber ever for both driver or passenger. As you can imagine, I am frustrated because Uber is not engaging in a meaningful or caring manner. Their support teams come back with generic responses that my account is suspended due to violations. No elaboration or outreach to look into the issue. They also can't seem to product "what" I exactly violated when I know I am clear of.
Customer Answer
Date: 06/06/2024
Complaint: 21772425

I am rejecting this response because:
The in app support is not possible because I cannot even login. Second, Ive contacted this Uber support many times with no success. No one live is willing to work with me and the offshore team just sends me generic responses and close my inquiries. I do think my issue and case needs to be reviewed by someone with authority over the account being locked. Again, Ive had no violations with Uber and they cannot point to anything specific that states I have violated their safety policies. *** asked many times and they could not respond. I am wrongly deactivated and this is not right with Uber not seeming to care at all to resolve the issue.
Sincerely,

*************
Business Response
Date: 06/13/2024
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 help.uber.com.
Customer Answer
Date: 06/13/2024

Complaint: 21772425

I am rejecting this response because:

Although their priority team reached out, I have yet to have this issue resolved. Their last response is pending as they investigate this matter.

Sincerely,

*************
Business Response
Date: 06/17/2024
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 help.uber.com.
Customer Answer
Date: 06/17/2024

Complaint: 21772425

I am rejecting this response because:
Uber is still pending review of this item and has not responded since two weeks ago.

Sincerely,

*************
Initial Complaint
Date:05/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On the evening of 5/28/24 I placed an order with UberEats and realized I forgot to make it contactless, as I am autistic and have health issues. Seeing no option to change this in the order menu I attempted to cancel the order promptly to avoid being billed. As there was limited criteria for why I was canceling the order I chose wrong address. The order canceled and I was charged the full price of my order to compensate the restaurant. I attempted to chat with support staff and to no avail. I called the store and they said they never started the order and the money had been sent back. I attempted to yet again speak with support staff who said the order isn't available for refund because the store started the order (a lie) It was later revealed to me by a "supervisor" that the real reason was because of a policy with refund requests and them not allowing me further refunds. They didn't seem to understand that when orders are wrong or missing items or delivered to someone else, that I would like to be properly compensated and that that's the risk they run using general public to deliver food who don't work for the stores they serve. Quality Control is a mess. So on this they said they couldn't refund me because of a policy that caps accounts for the amount of compensation they are allow. Moral of the story, if you have an issue with an order don't request refunds or compensation from UberEats or you will be penalized. Sadly enough I am only looking for my $25 back as the reason the app gives is a lie and support lied to attempt to be rid of me. I want to warn and mostly help others know to avoid UberEats and Uber rides as a whole as the business is one big money pit of scams and lies.
Business Response
Date: 06/06/2024

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 help.uber.com.
Initial Complaint
Date:05/28/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am an Uber driver, I rented a vehicle from Hertz through the Uber rideshare program, the agreement was for one week, paid upfront, on a week to week basis . The day after I rented the vehicle my account was deactivated due to a background check totally leaving me with no way to recoup my money that I paid nor turn a profit forcing me to keep the car day by day in hopes that my account could be restored and possibly make some kind of income for the week. I reached out countless times in effort to get some kind of resolution to no avail so I made the decision to wait a few days and see what happened, all the communicating with several call reps that assured me that I could get some kind of compensation for my troubles but all I got was an overdrawn account for returning the vehicle late
Business Response
Date: 06/06/2024
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 help.uber.com.
Customer Answer
Date: 06/06/2024

Complaint: 21772259

I am rejecting this response because:

Sincerely,

*************************************
Customer Answer
Date: 06/11/2024
I was contacted by Uber, they did their so called and investigation and the outcome was the same is it will always be was informed of the way for my lawyer to reach out if I decide to take legal action, which who can afford a lawyer to sue ***********************
Business Response
Date: 06/13/2024
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 help.uber.com.
Initial Complaint
Date:05/28/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Uber eats failed to recognized that I was charged for meal services that I did not authorized to my card, that is only used for travelling. Though *************** mailed me print outs of proof of the unauthorized charges and I emailed it to them and the amount 0f $1,706.06 that was removed every month since last year. They still are telling me to contact my bank.My card was closed because of this. I called them and emailed them and no one contacted me until today when I called them asking why they did not respond to rectify the situation. Enclosed are the following information which are instrumental in this matter.
Business Response
Date: 06/07/2024
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 help.uber.com.
Customer Answer
Date: 06/12/2024
All the information I provided is true as I have stated in my earlier emails, *************** provided me with the necessary information in the
printouts for me to contact the merchant (Uber Eats) who continues to refuse to recognize the unauthorized charges. They even went as far to say they do not recognize the card information.

Yours Truly
***********************
Business Response
Date: 06/16/2024
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 help.uber.com.
Customer Answer
Date: 06/18/2024
Its the same response I have been getting from them every time i contact them.
" Your complaint has been received and we are waiting for the response to be updated."
It's like it's automated.
Anyway thank you for keeping me in the loop.

Yours Truly
Ms ******
Business Response
Date: 06/19/2024
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 help.uber.com.
Initial Complaint
Date:05/28/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
So, I ordered an Uber to *********, SC and I informed my driver immediately upon him stating he thought I was going to ********* that this was incorrect. It made me wonder if he didn't care or if he just change the trip all together. Regardless when he got on the highway I thought the issue was handled. I dozed off only to wake up at some gas station in ********* that I'm sure I didn't put in the system. After being stuck with all of my bags at some random gas station in the middle of nowhere for over an hour because my driver refused to address the issue. I caved and ordered another ride and was charged more than double in order to get to my original destination. I have attempted contacting uber customer service (which is all automated through the app, and a freaking joke imo). They just see if a trip was actually taken and say it's legitimate regardless of the situation without any human interaction. This is a driver abusing the system to go to a location he wanted to go to imo. I am livid and want a refund immediately for my time, the trip I never asked for, and additional stress of being stuck in the middle of nowhere.
Business Response
Date: 06/06/2024
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 help.uber.com.
Customer Answer
Date: 06/08/2024

Complaint: 21771978

I am rejecting this response because:
I am not seeing any response through the BBB and have yet to see any additional action on their part through the Uber app.

Sincerely,

*******************************
Business Response
Date: 06/13/2024
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 help.uber.com.
Initial Complaint
Date:05/28/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my disappointment and frustration with my recent order experience on May 28th. I had placed an order for a coconut frappe, but upon receiving my delivery, I was shocked to find that it was not my order at all. Instead, I received an order of crepes that appeared to be undercooked, along with a coffee drink that I did not order. post mates can se my receipt and see that its not my order at all. i ordered a coconut frappe.I immediately notified the delivery driver and your customer support team via text, explaining the mistake. Unfortunately, I did not receive a satisfactory solution or any further assistance from your team. I even suggested a partial credit, but my message was met with silence.As a first-time customer, I am extremely disappointed in this experience. I expect a higher level of service and quality control from Postmates. I hope you will take immediate action to address this issue and provide a suitable resolution. Order details:Order date: May 28th Order item: Coconut frappe Received items: Crepes and coffee drink (not ordered)
Business Response
Date: 06/06/2024
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 help.uber.com.
Customer Answer
Date: 06/07/2024

Complaint: 21771898

i am rejecting this because after they said that they were going to contact me in the app I thought they were going to give me some solution. And they just texted me saying that they cant do anything towards my order. They not taking responsibility and they not giving me any solutions at all.

Sincerely,

Summerling Cuevas
Business Response
Date: 06/13/2024
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 help.uber.com.

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