Complaint Review: UBER

Uber, beware!  Overcharging via surcharge.  Useless customer service after the event, unwilling to acknowledge the real issue and do the right thing and refund the difference. Cost us AUD 750 for a tax fare - just outrageous.  Estimated fare was USD 147. 

My colleague and I  have made numerous attempts to resolve this issue via Uber support app,  however this matter was not resolved to our satisfaction.  We feel totally deceived and in summary “ripped off”. 

We met an Uber driver (Jay, +1 (415) xxxx) on a previous day and discussed going to a shopping mall in San Fran called Glimore Outlets.  He offered to take us.  He advised exactly what to do in the App so that he could :

1) Collect us from the office

2) Drive us to our hotel to collect our luggage

3) Drive us and wait for us at the shopping mall (we additionally paid him USD50 cash to wait for us)

4) Drive us back to the airport. 

What he didn’t advise was that we should have ended each leg of the journey and created a new trip to avoid a huge surcharge.  As such we have been charged  a USD 300 surcharge as the entire trip was treated as “peak”.  We left at 4pm and we arrived at the airport at 9pm.  This whole period is not peak.

Whilst I understand we “accepted the terms” by booking via the app, as new Uber riders we did not think about the surcharge accumulating over the entire journey and as such we really feel that Uber should refund at least some of the surcharge.  To be charged a surcharge double the cost of the fare is not fair or reasonable.   

I am very disappointed that we have been trying to resolve this now for over two weeks and we continue to receive “templated” responses from the Uber support team.  This fare has ended up costing us AUD750.80 which is just totally unacceptable. 

Uber BEWARE!!!