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

20,555 total complaints in the last 3 years.
10,044 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:12/28/2023
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.
Hi there,I'm writing this email to inform you of my dispute with Uber.I was reviewing my credit card charges when I noticed a monthly charge by UberOne, Uber Pass, Uber ******, Uber Trip... . Going back from Feb 21, 2023 all the way to Dec 21 for $11.29/month. Total of $125 this year. Unfortunately, I missed these charges even though I had thought I was being thorough with my credit statements...I inquired Uber App customer chat about the charges and they wrote this has been a monthly charge of membership to Uber One! After inquiring four times, they only refunded two months despite of my request for the full reimbursement. Their policy is memberships not refundable, they said.I did NOT enroll to this service at all. I was unaware of UberOne membership existence!I have a disability and rarely leave my apartment to use Uber taxi services. The history of my activity is a proof of it when I have used only 2-3 times in a year in the past three years. Plus, whenever I used Uber or Uber Eat I paid the full price for my orders!This maybe their App programming issue where it takes advantage of one's credit card being on record. I used to support their business acumen but not moving forward. I think if they included a CONFIRMATION button in their membership feature it might alleviate unwanted memberships!I hope to be reimbursed for remainder of my money ($101 CAN). Please let me know if you have any questions.Thank you!***
Business Response
Date: 01/04/2024
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:12/28/2023
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.
Hi there,I'm writing this email to inform you of my dispute with Uber (cab service).I was reviewing my credit card charges when I noticed a monthly charge by UberOne, Uber Pass, Uber ******, Uber Trip... . Going back from Feb 21, 2023 all the way to Dec 21 for $11.29/month. Total of $125 this year. Unfortunately, I missed these charges even though I had thought I was being thorough with my credit statements...I inquired Uber App customer chat about the charges and they wrote this has been a monthly charge of membership to Uber One! After inquiring four times, they only refunded two months despite of my request for the full reimbursement. Their policy is memberships not refundable, they said.I did NOT enroll to this service at all. I was unaware of UberOne membership existence!I have a disability and rarely leave my apartment to use Uber taxi services. The history of my activity is a proof of it when I have used only 2-3 times in a year in the past three years. Plus, whenever I used Uber or Uber Eat I paid the full price for my order!This maybe their App programming where it takes advantage of one's credit card being on record. I used to support their business acumen but not moving forward. I think if they included a CONFIRMATION button in their membership feature it might alleviate unwanted memberships!I hope to be reimbursed for remainder of my money ($101 CAN). Please let me know if you have any questions.Thank you!***
Business Response
Date: 01/04/2024

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:12/28/2023
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.
I would like a refund for a cancelled order. Uber eats does not want to refund my money for a cancelled order made minutes after ordering.
Business Response
Date: 01/03/2024
Hi Perf,

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:12/28/2023
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.
On the 23 of December I rented a car thru uber and went to pick up the same day and could not because I do not posses a credit card only a debit card iv been fighting with Uber on my refund which they refuse to understand that I did not pick up the car and continue to tell me to contact the other part Payless which I have and since uber went thru *********** which is not a us based company I have to pay to resolve this issue for a car I could not use
Business Response
Date: 01/04/2024
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: 01/04/2024

Complaint: 21063849

I am rejecting this response because: as u see thru my screenshots iv contacted them already about the issues so going thru Uber support did me absolutely no good

Sincerely,

*****************************
Business Response
Date: 01/18/2024

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:12/28/2023
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.
Order placed 12/27/23. Very delayed. Chatbot did not provide adequate/expedient resolution. Was also mislead/mischarged.
Business Response
Date: 01/04/2024
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:12/28/2023
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 uber a lot. This past time I ordered and things were missing, one time before that the whole order! I tried to get refunded and I spoke to 3 different people bc I kept being disconnected saying they couldn't help me. Then, the disabled my chat! No one gave me the time of day and I was also a member! Not anymore though. I canceled right after that interaction. If I'm gonna spend enough money, I want to be treated with respect. It's not my fault that things are wrong quite often. I've called establishments and was told that's not their problem and I need to contact uber. I contact uber now and get no where!
Business Response
Date: 01/04/2024
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:12/28/2023
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.
On December 27th, 2023 at or about 4:30 PM I placed an order at the restaurant ******************** to be delivered by Uber Eats for the total of $39.29. The food order was never delivered to my home address and was possibly delivered to an incorrect address. I contacted Uber Eats support service and made them aware that my order was not delivered. I was informed by ****** the customer service support representative that the order was not eligible for a refund. I did not receive my order and Uber Eats is refusing to refund me back my money for the same food I had to reorder through another food service app.
Business Response
Date: 01/04/2024
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:12/27/2023
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 placed an order via the Uber Eats app for a deal for 2 Big Macs and what they sent me was clearly someone elses order (see photo). I received a Jr ******* and 6 nuggets instead which infuriated me as this is way cheaper than 2 Big Macs and not even the same protein. I complained to support and they refused to do anything to make this order right which is unacceptable and is essentially scamming me out of my hard earned money. I want them to either refund the order, resend the order (this time with my 2 Big Macs), or provide credits for the equivalent value of the order. Its not only the right thing to do but as a consumer I have rights and they are infringing on my consumer rights by failing to deliver what was ordered. In simple terms they did not keep up their end of the contract.
Business Response
Date: 01/04/2024
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:12/27/2023
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.
The morning of December 23rd around 5:30 am, I accessed the Uber app to check the estimated cost and duration for a ride to the airport, which was initially projected at around $40. After briefly exiting the app and reopening it within a short span (approximately 30 seconds), I was surprised to find the fare had surged to $87. Faced with a time-sensitive flight, I reluctantly proceeded with the ride, though alternative transportation options would have been preferable. Upon further inspection during the journey, I observed the price revert to $37. This sudden fluctuation within seconds left me feeling uneasy, deeming the experience as ethically questionable and unjust. The rapid doubling of the fare, only to decrease immediately after confirming the ride, strikes me as unprincipled and dishonest. This incident stands out as an anomaly, as I've never encountered such a situation with Uber before. I would like there to be some sort of solution for this.I have been trying to contact Uber support for the past 4 days now but have received little support. They message me once and don't follow up with any sort of support. I called them on December 23rd and December 27th and they kept transferring around because they did not know how to help **** have attached records of our messages to this submission. I have also attached the estimated original price (what the price usually is to the airport from my location).
Business Response
Date: 01/04/2024

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:12/27/2023
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 requested an Uber packages pick-up from a restaurant on 12/24 at 3:37 pm ET. and deliver it to my residence. I spoke a driver named ****** and she told me she'll wait for the restaurant to bring out the catering order and load it in her car. The restaurant confirmed her name, car's make and model before handing off all items to her. A minute later, I checked the Uber app and ****** had cancelled my trip AFTER picking up the items and the app assigned me to a new driver named ********. ******** waited there patiently for the items but never had them since ****** already had possession of them. I contacted Uber support several times and they claimed that the package was successfully delivered after they "spoke with the driver". A separate conversation with Uber support revealed that they never contacted the driver (******) who had the packaged items but spoke only with ********. If Uber claims that ****** delivered my packages then why was my trip reassigned to a different driver and ultimately cancelled? Can they share the trip record?My suspicion is that ****** accidentally cancelled my trip or stole my packages. Uber Support was very apathetic about my complaints and barely paying attention since I had to repeat myself several times. I asked to speak with a manager and they denied and disconnected my chat twice.The packages intended for pick up through Uber Package was a large catering order for my Christmas party. Due to Uber, my guests never received the food for the evening and I'm requesting the following from Uber: $179.64 worth of food that was handed to the Uber driver but never delivered. + $500 compensation for ruining my Holiday party by refusing to take the simple step of calling the right driver who had possession of my catering order and then abruptly disconnecting the chat when time was precious. + $5 Cancellation fee (since I never cancelled, the driver did) Look forward to hearing from them. Sincerely, *************************
Business Response
Date: 01/04/2024
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: 01/04/2024

Complaint: 21062597

I am rejecting this response because Ive already had multiple exchanges with several support team members via the Uber app. None of them even tried to understand my complaint properly and sent me a variety of canned responses. None of their responses answered my question or addressed my requests.
Uber STILL has not contacted the original driver (******) who picked up my package. The only person support called was ******** who I know never received the package.
I escalated this issue to the BBB because Uber support has not been able to solve my problem and has refused to connect me with a manager.

Sincerely,
*************************
Business Response
Date: 01/17/2024
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: 01/18/2024

Complaint: 21062597

I am rejecting this response because:
Uber offered $250 of credit when I requested $700. Additionally they havent answered any of my questions about what actually happened to my package. Its extremely frustrating to know that they cant make a call one of their drivers to follow up on this, despite me giving them the name, photo, date and time of the ride. Uber has all the info they need to look into this further but has simply ignored my requests for an answer AND provided inadequate compensation to make me feel whole.

Sincerely,

*************************
Business Response
Date: 01/24/2024
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: 01/24/2024

Complaint: 21062597

I am rejecting this response because:
Uber has not sent me any new correpondence even though Ive followed up 3 times. Screenshot attached. Nothing has changed since their last message on 1/4/2024. They have not provided any answers requested or offered any adequate compensation.

Sincerely,

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

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