Business Profile

Transportation

Uber

Headquarters

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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).
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Complaints

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

Customer Complaints Summary

20,858 total complaints in the last 3 years.
10,177 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:01/17/2024
Type:Sales and Advertising 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 banned me without telling me why. I have sent several emails 11/30/2023, 12/4/2023, 1/16/2024. Uber has not responded. I reached out via ******** and instagram and was told, "my rating has not improved and I violated the terms and conditions" but neither support medium would tell me when and how this violation occurred. they keep telling me i should find information in my email or in the app. there is nothing in my email and I dont have access to the app. I said this several times, even sent screen shots and then radio silence.
Business Response
Date: 01/27/2024
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: 01/27/2024

Complaint: 21161335

I am rejecting this response because:
I do not have access to the app so I can't see any follow up. I would like to either have access to the app restored or a response through email.

Sincerely,

************************
Business Response
Date: 01/31/2024
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: 01/31/2024

Complaint: 21161335

I am rejecting this response because:
I do not have access to the app. My account has been suspended.

uber keeps saying they've responded but I can't access my account to see the responsei am requesting to have unsuspend my account or for them to respond to my question through this complaint.
Sincerely,

Panayotta *******
Customer Answer
Date: 01/31/2024
Uber keeps telling me details are in the app but I can't access the app. The account has been suspended
Business Response
Date: 02/03/2024
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: 02/03/2024

Complaint: 21161335

I am rejecting this response because:

I keep getting an automaywd response that does not address my complaint.
Referencing me to in-app support doesn't work if I don't have access to the app.

i would like a real answer not the same cut and paste template answer that does not address my complaint.
Sincerely,

************************
Business Response
Date: 02/06/2024
Hi,

Thank you for reaching out to Uber Support. Our dedicated team has previously followed up with you via in-app support in 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: 02/10/2024

Complaint: 21161335

I am rejecting this response because:

Uber is still not responding.
They just keep cutting and pasting their generic response.

Sincerely,

************************
Initial Complaint
Date:01/17/2024
Type:Sales and Advertising 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 tried to place a order using my gift card and kept getting a error message saying to please try another payment method so I reached out to support only to find out that my account had been suspended and they did not tell me why this is unacceptable.
Business Response
Date: 01/25/2024
Hi,

Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.
Initial Complaint
Date:01/17/2024
Type:Delivery Issues
Status:
ResolvedMore 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 put in a order for uber eats my order was ***** I was a uber one member my order said it was delivered but it was not I hit up uber eats to get my money back they refused to give my money back they stole my money
Business Response
Date: 01/25/2024
Hi,

Thank you for reaching out to Uber Support. Our dedicated team has previously followed up with you via in-app support in regard to your escalation. We've investigated your report and have already taken the appropriate actions. If you have any additional questions or concerns, please visit our help center at help.uber.com.
Customer Answer
Date: 01/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. After I contacted my bank to get the money back

Sincerely,

*************************
Initial Complaint
Date:01/17/2024
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.
On multiple occasions uber has charged me twice uber has booked rides without me doing so.i didn't book any uber today somehow uber did so.i use uber frequently and get unrecognizable charges this has been going on for a long time when I go into my account my transactions that they make up are pending for a really long time I guess they east me to forget than when I book a ride suddenly the transactions that are pending go through than another one pending they are stealing money
Business Response
Date: 01/25/2024
Hi,

Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.
Initial Complaint
Date:01/17/2024
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 afternoon of Thursday January 11, **** I was discharged from ***************** located at ************************************************************************. I contacted Uber via a mobile app to have them send me car to pick me up and drive me home. The car never arrived as the driver, ********, cancelled the trip. Yet Uber deducted $5.44 from my ********** account as a cancellation fee. I immediately filed a complaint with the company and they issued me an Uber credit called Uber Cash in the amount of $5.44. The company's act of stealing $5.44 from my bank account and then giving me a credit of $5.44 is wholly unacceptable as they had not legal right to deduct any money from my bank account since it was the company's driver that cancelled my trip. They should have returned the money to my bank account. I assert herein that Uber has a long history of illegally charging cancellation fees to its customers even though it is the drivers who cancel the trips. Uber must do a better job in determining who canceled a trip before it steals money from people. I have directed my company's attorney to take legal action.
Business Response
Date: 01/25/2024
Hi,

Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.
Initial Complaint
Date:01/17/2024
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 placed an order for four pizzas and three of them did not show up. I tried to get a refund for those pizzas and was told that I wasn't eligible for a refund because I'd gotten too many refunds in the past. Every single refund I ever received was because of orders CONTINUOUSLY showing up incorrect or with missing items and I provided proof when asked EVERY TIME. They messed up continuously and now they have kept over $40 from me and provided no product as my punishment for asking for decent customer service? No. That is theft. This needs to be handled and my money returned or this WILL be taken to court. This is my last attempt to resolve this without a lawyer. My money needs to be returned and the restrictions taken off my account. I WILL take this to civil court. It's the principle of the matter more than the money. I STILL HAVE the photos from past incorrect orders as proof for my previous refunds.
Business Response
Date: 01/25/2024
Hi,

Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.
Initial Complaint
Date:01/17/2024
Type:Product Issues
Status:
ResolvedMore 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 a meal from uber eats on 1/17/24 and did not recieve my drinks. I contacted support and they refused to refund my drinks, I spoke with several chat agents who all said the same thing. I do not appreciate uber eats taking my money without providing the items I paid for.
Business Response
Date: 01/25/2024
Hi,

Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.
Customer Answer
Date: 01/28/2024
Better Business Bureau:

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

Sincerely,

***************************
Initial Complaint
Date:01/17/2024
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.
Started using Uber for some transportation needs in April 2023. On 6/302023 a charge of $9.99 for "Uber Pass" posted to my bank account which I was using for payment on the Uber App. Additionally, this charge of $9.99 for Uber Pass was posted on 7/31/23 and 8/30/23. Then on 10/2/23 a charge for $9.99 posted for "Uber One," and also on 10/30/23 and 11/30/23. Because my trips were usually around $8 to $11, I did not notice the difference in description of the charge posted as other than "Uber Trip" until the charge on 11/30/23. I contacted customer service at the ************************** # which I had to get from a driver, because it is nowhere to be found on the website. Was told I had to go through the website customer service. Was only able to "live" chat with representative (although may have been AI computer based on the responses) and after asking "what is Uber One" and "What is Uber Pass" and explaining that the charges posted to my account were not authorized by me, and that I didn't even know what these things were, and after asking for a number I could call, or a supervisor I could speak to, I was told that this was the highest level of authority available and there was nothing they could do for me in this situation. Apparently, at some point I was signed up for Uber One membership, which I did not do and still don't know what that is because I have yet to get an answer to that simple question of "What are Uber One and Uber Pass?" These charges do not show up on the Uber App which shows history of the trips I took, so it is not obvious that I was being charged for anything other than the trip fees. And, reviewing other complaints it looks like I am not the first person this has happened to. The Uber One membership was canceled, but I have yet to be reimbursed for the charges that were posted without my consent, totaling $59.94.
Business Response
Date: 01/25/2024
Hi,Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.
Customer Answer
Date: 01/26/2024

Complaint: 21160094

I am rejecting this response because: I have already tried on numerous occasions to resolve the matter through help.uber.com and by calling the 800#. Through the system Uber has in place, it is impossible to speak to anyone who can actually resolve the issue. Uber representatives are only available through online chat and claim that there is no higher authority available and they are unable to assist any further. Of course they apologize for the inconvenience, but the issue is never addressed.

Sincerely,

*********************
Business Response
Date: 01/31/2024
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: 02/01/2024

Complaint: 21160094
I am rejecting this response because: At this point it is obvious that Uber intends to avoid resolution and hide behind their ability to ignore me by only offering limited access to them via electronic communication. As the BBB is not an enforcement agency, I believe it has done all it can at this point. I do not expect BBB to continue to try to mediate this issue, but I am going on record as NOT SATISFIED with the response from Uber. I will take this to public means of resolution. Thank you for your efforts. You may close my complaint, but please do not indicate that I have been satisfied by their response.

Sincerely,

*********************
Business Response
Date: 02/02/2024
Hi,

Thank you for reaching out to Uber Support. Our dedicated team has 21193547previously 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: 02/03/2024

Complaint: 21160094

I am rejecting this response because: As I have previously stated, I am not satisfied at all with Uber in the way they pretend to respond to issues of customer disputes. It is repulsive that this company can hide behind their electronic shield and not ever talk to a real human being.

Sincerely,

*********************
Initial Complaint
Date:01/17/2024
Type:Product Issues
Status:
ResolvedMore 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.
Hello there,I hope youre doing well. Im hoping to file a complaint against Uber Eats in relation to their handling of an order which was stolen, but where they are refusing to refund. The delivery person stole the order after falsely obtaining the pin code from me to authenticate the delivery, and I had CCTV footage, indicating that he did not in fact deliver the order. However, Uber is mechanically refusing to refund the order on the basis of him having obtained the **** This was an order for approximately $30. Please help.Regards,*************************** Complaint taken in dictation by BBB rep **
Business Response
Date: 01/25/2024

Hi,

Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.
Customer Answer
Date: 02/12/2024
Dear Team,

Apologies for the late response.

I am writing to Uber had reached out on email and has resolved the issue by refunding the entire amount in controversy. Accordingly, no further action is required from your side. I would like to take a moment to thank you profusely for your help in obtaining this refund. Hope you have a wonderful rest of the week.

Regards,
***************************
Mobile **************
Initial Complaint
Date:01/17/2024
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.
Paid for something never delivered. Refused to refund or replace.
Business Response
Date: 01/25/2024
Hi,

Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.
Customer Answer
Date: 01/26/2024

Complaint: 21159731

I am rejecting this response because:
have reached out via chat and the escalations team. Was told I would not be assisted on the matter. This is why I reached out to the BBB EVEN AFTER, I reached out sending screenshots that this was requested of me to do again. That went ignored. Multiple chats being abruptly ended.
I need my money back that was charged to my account without the services being provided by Uber.
Sincerely,

*******************************
Business Response
Date: 01/31/2024
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: 02/05/2024

Complaint: 21159731

I am rejecting this response because:
did not receive the items, or services charged for by Uber. I because I live in a smaller area that always you to pick it you're feeling in a good enough mood to admit the mistake. By returning my hard earned money. This is theft by Uber
Sincerely,

*******************************
Business Response
Date: 02/06/2024
Hi,

Thank you for reaching out to Uber Support. Our dedicated team has previously followed up with you via in-app support in 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: 02/07/2024

Complaint: 21159731

I am rejecting this response because: This has not been refunded.
The service was not provided. Therefore the appropriate action has not been provided. I paid for food that was not recovered. I asked it be redelivered, as there are many single family homes on the property and it didn't get to the one it was supposed to. I was told because the address in it's entirety has multiple credits issued by Uber in it's history it can not be issued for my order. I cannot control the other tenants history, nor the previous for my exact unit. If the decision was based upon the address that is truly unfair. As many people come and go from the property. I paid for something and did not receive it. There is no proof it made it to my door. No text was received to my phone as requested in app on arrival. The pin system utilized by ********************** can be bypassed by the driver as well in the event they cannot locate the customer. So there's nothing I've been provided to state this order was actually delivered. It was reported immediately and rejected within seconds. Follow up on chat provided no assistance or concern to the matter. I need my money back!
Sincerely,

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

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