[il-talk] where do I report an Uber upset?

[Pam Berman]

Thank you Leslie & Melissa. I did report what happened on the Uber app & a representative phoned me yesterday morning. So, I was left feeling good about the quick response to my complaint. At the end of our recorded (by them with my approval) phone conversation I was told that they would be back in contact with me in a weeks time after their investigation. This is where I'm not so thrilled with them. I received an email from James, the representative that I spoke with less than an hour before this email hit my inbox, telling me 
"At the conclusion of our investigation, the partner you reported on 10/16/17 has been provided with additional information regarding legal obligations and their Uber account has been reactivated. They have confirmed that they understand their legal obligations. Should we receive a second report of this nature, their account may be subject to permanent deactivation."

I also received an email from someone at Tim Elders office wanting to investigate what happened & I'm happy about that.
Thanks for your help,
Pam


-----Original Message-----
From: IL-Talk [mailto:il-talk-bounces at nfbnet.org] On Behalf Of Melissa Allman via IL-Talk
Sent: Monday, October 16, 2017 10:41 PM
To: NFB of Illinois Mailing List
Cc: mrallman116 at gmail.com
Subject: Re: [il-talk] where do I report an Uber upset?

I certainly think the driver switch could have been because of the drivers concerns about the guide dog. However, I do know that a cited friend of mine has complained about how Uber will switch drivers on you in the middle like that. I generally use Lyft. They are a bit more expensive but they do not do that. The driver stays the same and if you do get a driver who refuses you because of your dog, that ride is just canceled. No driver switch in between.

Sent from my iPhone

> On Oct 16, 2017, at 8:57 PM, Leslie Hamric via IL-Talk <il-talk at nfbnet.org> wrote:
> 
> hi Pam. I’ve had that kind of thing happen before. First of all, I 
> never alert them ahead of time but I have a service dog. That just 
> gives them the excuse to decline the trip without even showing up. 
> What happened was they probably were scared of dogs I didn’t want to 
> bother with the dog and then they’ve got another driver. It is in the 
> record, it’s just not on the Uber app. But the Uber people can access 
> it. please report it in the Uber app. And I would also go to 
> www.nfb.org/rideshare once you reach this website, fill out the online 
> questionnaire. Submit it. Your experience with this ride will then go 
> to Tim Elder‘s legal team and they will follow up with you. you can 
> report both positive and negative experiences. Please let me know if 
> you have anymore questions, is I am coordinating the rideshare testing 
> for the Chicago area. Thanks.Leslie
> 
> Sent from my iPhone
> 
>> On Oct 16, 2017, at 8:50 PM, Pam Berman via IL-Talk <il-talk at nfbnet.org> wrote:
>> 
>> I had a strange occurrence with Uber Saturday afternoon & I'm not 
>> sure where I'm supposed to report it other than on the Uber app.
>> 
>> I requested a ride, phoned the driver to tell her I'm blind with a 
>> service dog & need her to speak when she arrives. She reluctantly 
>> said ok & I waited the 5 - 7 minutes & then looked at my app again. 
>> Now it switched to a man's name in a totally different vehicle. The 
>> driver that showed up was fine, but I was late to my appointment & 
>> I'm convinced she refused my ride because of my dog.
>> 
>> The odd thing about it is, there is no record of her name or car at 
>> all in the Uber app. The only thing I do have is the phone # I called 
>> when I contacted her to let her know I needed her to speak when she 
>> arrived to pick me up.
>> 
>> Please let me know where to report this.
>> 
>> Thank You,
>> 
>> Pam
>> 
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