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Business Profile

Transportation

Uber

Headquarters

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

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    Customer Complaints Summary

    • 15,192 total complaints in the last 3 years.
    • 4,815 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/21/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Today, Saturday January 21st I was charged more than I was charged upfront due to the driver taking a poor route and Uber ignored my complaint by saying that I have requested too many refunds.

      Business Response

      Date: 01/22/2023

      Thank you for reaching out to Uber Support. We see that your escalation has already been resolved in-app. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.

    • Initial Complaint

      Date:01/21/2023

      Type:Product Issues
      Status:
      Answered
      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.
      In January 20th, 2022 I ordered from ***************** and I did not receive my order of haneeth m. I only received fries and my soup. I demand a full refund for this massive inconvenience and theft of my hard earned money and food.

      Business Response

      Date: 01/22/2023

      Thank you for reaching out to Uber Support. We see that your escalation has already been resolved in-app. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.

      Customer Answer

      Date: 01/23/2023

       
      Complaint: 18875669

      I am rejecting this response because: No refund was provided 

      Sincerely,

      ***********************

      Business Response

      Date: 01/26/2023

      Thank you for reaching out via BBB. We see that your escalation has already been resolved in-app. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.

      Customer Answer

      Date: 01/26/2023

       
      Complaint: 18875669

      I am rejecting this response because: No refund issued 

      Sincerely,

      ***********************

      Business Response

      Date: 01/28/2023

      Thanks for reaching out to us via the BBB. We apologize for your negative experience and appreciate your feedback on this matter. We can confirm that this issue was previously handled through our in-app support. If any further assistance is needed, please reach back out to our Customer Support at ******************************* so we can work to resolve this issue in-app. Thank you.

    • Initial Complaint

      Date:01/21/2023

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Date of order - 1-20-2023 I placed an order with Uber eats at 7:49pm and paid $50.59. I was originally I would have a deliver time of no later than 8:55pm. I also noticed that the delivery driver had changed three times. During the wait the no later time was adjusted to 9:15pm and then adjusted again. I received a message from the new driver saying that he was going to pick up the order and that it wasn't ready yet. It was already past an hour and the order was still at the restaurant. I sent the driver a message and told the driver that the order was taking too long. The driver did not respond.I decided to cancel the order and contacted customer support. I was able to cancel the order, however I was charged $40.86. I was then told I was charged $40.86 to compensate the driver and business for placing the order. Even though the driver was changed several times and the kept moving the no later than time. During the chat with customer service, the representative agreed with me but said "due to system limitations he was unable to provide refund at this time. It was also not disclosed prior to the cancellation that I would be charged $40.86 and receive nothing in return.

      Business Response

      Date: 01/23/2023

      Hi,
      Thank you for reaching out to Uber Support. Please know that we have a dedicated team that has followed up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.Tell us why here...

      Customer Answer

      Date: 01/23/2023

      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,

      ***************************

    • Initial Complaint

      Date:01/20/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Date of transaction: January 20, 2023 Amount paid: $55.26 Uber Eats is supposed to be the easy way to get the food I love delivered, according to their website. Sadly, this has not happened and this is not an isolated incident with Uber's food delivery service, as well. After receiving Uber's customer service number from ********** live chat support service, I was informed that I am blacklisted for any refunds. My initial complaint about my missing ordered item from ********** using Uber Eats ordering, was not for a refund. I wanted assistance contacting the store my order came from to see if maybe one of them forgot to give the item to the driver, as I did try calling the store itself and getting no answer from ********** South Broadway location. I was never told by Uber I was blacklisted, nor was I given a reason as to why. I am only assuming they did it because their customer service representatives decided to up and refund me for past orders instead of attempting to resolve the issue I was reporting to them about. This is not an isolated incident regarding missing items, as some of them were actually their own drivers either failing to follow basic contact instructions, their drivers picking up my order and then marking it delivered immediately after and never arriving with it, but mostly the restaurants being a major part of being at fault for missing items. Instead of trying to get the items ordered, I suddenly get refunded and no resolution to the initial complaint. Seeing as I am now blacklisted because of this, I, the customer, am only asking for my $7.70 back and for Uber to start training their representatives on how to handle complaints about these kinds of orders, such as contacting the restaurant or the driver, rather than having a refund be the only resolution, and that Uber takes priority in making sure their drivers are doing their job as well, even if it means using a dashcam to record each order/service the drivers take under Uber.

      Business Response

      Date: 01/21/2023

      Thank you for reaching out to Uber Support. We see that your escalation has already been resolved in-app. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.

      Customer Answer

      Date: 01/21/2023

       
      Complaint: 18870192

      I am rejecting this response because: I have not received anything regarding my issue from Uber, at all, since I called their customer service phone number last night. The only message I have is the same one I uploaded the screenshot of yesterday. I will not accept this response and expect Uber to actually stop sending robotic responses. If Uber's only response to this complaint is ignoring the actual issue and blame the customer, then ********************** is not a business people should be affiliated with anymore.

      Sincerely,

      ***********

      Business Response

      Date: 01/29/2023

      Thanks for reaching out to us via the BBB. We apologize for your negative experience and appreciate your feedback on this matter. We can confirm that this issue was previously handled through our in-app support. If any further assistance is needed, please reach back out to our Customer Support at ******************************* so we can work to resolve this issue in-app. Thank you.Tell us why here...

      Customer Answer

      Date: 02/07/2023

       
      Complaint: 18870192

      I am rejecting this response because: There has been no resolution to the wrongful $7.70 charge for items/services not received. I will not accept your automatic, asinine response. I have already contacted my bank to dispute the charge. You refuse to conduct yourself appropriately and shove the blame for your company's actions on your customers. I am not the only who has suffered from your shady business practice.

      Sincerely,

      Jaella Roof

      Business Response

      Date: 02/13/2023

      Hi Jaella Roof, 


      Thank you for reaching out to Uber Support. Please know that we have a dedicated team that has followed up with you via in-app support in regard to your escalation.

       

      Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.


    • Initial Complaint

      Date:01/20/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Bad customer service online and ********************** have dunb GPS don't no the right address

      Business Response

      Date: 02/06/2023

      Hi, 
      Thank you for reaching out to Uber Support. Please know that we have a dedicated team that has followed up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.

      Customer Answer

      Date: 02/13/2023

       
      Complaint: 18869802

      I am rejecting this response because:

      Sincerely,

      ******************* no one did 

      Business Response

      Date: 03/01/2023

      Hi, 


      Thank you for reaching out to Uber Support. Please know that we have a dedicated team that has followed up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.

      Customer Answer

      Date: 03/01/2023

       
      Complaint: 18869802

      I am rejecting this response because:

      Sincerely,

      ***************** can someone at Uber  email me before they called me to set up a time to talk

      Business Response

      Date: 03/07/2023

      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 by responding directly to the message thread in-app or by visiting help.uber.com.


      Customer Answer

      Date: 03/07/2023

       
      Complaint: 18869802

      I am rejecting this response because:

      Sincerely,

      I'm requesting ADA *******************

    • Initial Complaint

      Date:01/20/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 a trip with Uber on Nov 8th, the Uber driver fraudulently submitted a claim for a cleaning fee after he was given a one-star review due to his poor service. I have requested Uber send him a datestamped version of the so-called mess left in his car. Uber provided a photo that wasn't time-stamped. The Uber driver submitted a fraudulent that he had previously taken and is using to defraud customers who give him poor reviews. Uber needs to reimburse my ******, or I will take them to court immediately. Every photo taken with a smart phone has meta data, which includes the date and time the photo was taken. See the attached photo as reference

      Business Response

      Date: 01/24/2023

       

      Thank you for reaching out to Uber Support. Please know that we have a dedicated team that has followed up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.

      Customer Answer

      Date: 01/24/2023

       
      Complaint: 18869220

      I am rejecting this response because:
      I have checked into my  Uber app  and there is no message in it about the above issue from Uber. 
      Sincerely,

      Panseh Tsewole

      Business Response

      Date: 01/29/2023

      Thanks for reaching out to us via the BBB. We apologize for your negative experience and appreciate your feedback on this matter. We can confirm that this issue was previously handled through our in-app support. If any further assistance is needed, please reach back out to our Customer Support at ******************************* so we can work to resolve this issue in-app. Thank you.

      Customer Answer

      Date: 02/07/2023

       
      Complaint: 18869220

      I am rejecting this response because: No in app support was provided . Uber needs to refund my money as no mess was left in that car. 

      Sincerely,

      Panseh Tsewole

      Business Response

      Date: 02/14/2023

      Thanks for reaching out to us via the BBB. We apologize for your negative experience and appreciate your feedback on this matter. We can confirm that this issue was previously handled through our in-app support. If any further assistance is needed, please reach back out to our Customer Support at ******************************* so we can work to resolve this issue in-app. Thank you.

      Customer Answer

      Date: 02/18/2023

       
      Complaint: 18869220

      I am rejecting this response because: This incident occurred on Saturday November 5th . It was the first scam by a Uber driver and it hasn't been addressed . The second scam pulled by another Uber driver in Jan 2023 was addressed through the app. I want my ****** back . If I have to fill a small claims case, I will . When an Uber driver gives poor service and are rated thus, the passenger shouldn't be punished for the lack of basic customer service from an ********************** driver . I want my money back in my account . 

      Sincerely,

      Panseh Tsewole

    • Initial Complaint

      Date:01/20/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 have a coupon for $25 off your first order and unsurprisingly it doesn't work when I try to use it. I reached out to customer support who tells me I need to place the order and reach back out to get a refund. I did as told and was told by someone else they couldn't do it and needed to escalate and it's now been 3 days and I have yet to even receive a confirmation email regarding my concerns

      Business Response

      Date: 01/25/2023

       

      Thank you for reaching out to Uber Support. Please know that we have a dedicated team that has followed up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.

       

    • Initial Complaint

      Date:01/20/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 Dec 4th my debit card was used for 4 different transactions that were not mine. The total was for ******. This occurred in ********************* I live in ************ ** and I've never been to **********. The debit card was activated Fri morning by myself and used by Saturday afternoon I never called or used my card. These transactions have caused me to go negative in my bank account and cost me a check to bounce. I have all the charges from uber eats and it is really sad that you would accept a card with someone else's information on it and continue to charge someone for something they didn't order. I want to be refunded for the ****** and ***** for the bounced check. I am a victim here of your negligence to see the card before you deliver that much food. I will be starting a lawsuit against your company as well if this is not resolved quickly.

      Business Response

      Date: 02/27/2023

      Hi, 
      Thank you for reaching out to Uber Support. Please know that we have a dedicated team that has followed up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.

      Customer Answer

      Date: 02/27/2023

       
      Complaint: 18867612

      I am rejecting this response because:
      there is nothing there to respond back to except a basic response. I have tried to be patient with this because this is my money not theirs but I know that if I start a lawsuit it will turn into a nightmare because I will go to the senator's office and see what other victims are out there.


      Sincerely,

      *****************************

      Business Response

      Date: 03/07/2023

      Hi *******,


      Thank you for reaching out to Uber Support. Please know that we have a dedicated team that has followed up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.


    • Initial Complaint

      Date:01/20/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      **** ordered a double order from the Uber Eats app for ********* and for **** on 11/4. The ********* arrived but the **** did not. He was out in the lobby immediately to collect the order and the **** was not delivered. The **** order was for $12.18 'delivered' by ******. He called the driver and was hung up on. He contacted app support to correct the issue and they told him to wait while they looked into it. They contacted him today say they would not refund the order because the driver dropped off the ********* showing that he was on the property. There were no photos taken of the order like thay normally do to send the customer. He then called support and was told at length that because the driver was on the property they would not refund the order even though the order was not delivered. They refused to transfer to a supervisor and instead said we may get a call in 48 hours and it probably will be a supervisor.

      Business Response

      Date: 01/21/2023

      Hi,
      Thank you for reaching out to Uber Support. Please know that we have a dedicated team that has followed up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.Tell us why here...

    • Initial Complaint

      Date:01/20/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 order food from Uber eats on November 30 2022 the driver decided that she didn't want to take the Order she said that she took it by mistake and that I need to contact customer service to see if someone can deliver my food no one did I informed Uber eats and they said that they were not going to charge me for my food and issue me a full refund but not only give me half my money back but it's been almost two weeks and still haven't received my money back I would like for this company to change it policy or get better professional service to help it customers

      Customer Answer

      Date: 02/03/2023

      From: "**********************" <**********************>

       

      thanks you but the issue has been resolved i was refunded my money back

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