[NAGDU] Uber Driver Fired!

Sat Apr 22 21:07:24 UTC 2017

Hi,

Please be sure to email Tim Elder at telder at trelegal.com about the incident.
The NFB is tracking all issues and needs to know when Uber does something
right as well as when there are problems. 

Best Regards,

Michael Hingson

-----Original Message-----
From: NAGDU [mailto:nagdu-bounces at nfbnet.org] On Behalf Of Joe via NAGDU
Sent: Saturday, April 22, 2017 1:45 PM
To: 'NAGDU Mailing List, the National Association of Guide Dog Users'
<nagdu at nfbnet.org>
Cc: Joe <jsoro620 at gmail.com>
Subject: Re: [NAGDU] Uber Driver Fired!

I had another driver dismissed from the Uber platform after a denial on
Thursday, April 6. This was in Kansas City.

Joe

--
Musings of a Work in Progress:
www.JoeOrozco.com/

Twitter: @ScribblingJoe

-----Original Message-----
From: NAGDU [mailto:nagdu-bounces at nfbnet.org] On Behalf Of Buddy Brannan via
NAGDU
Sent: Thursday, April 20, 2017 4:24 PM
To: NAGDU Mailing List, the National Association of Guide Dog Users
Cc: Buddy Brannan
Subject: [NAGDU] Uber Driver Fired!

After an access denial I had on Sunday, an Uber driver was suspended from
the Uber driver app and can no longer drive for them. Here's what happened.

Thursday, I had to take Jasper (cat) to the vet, so got an Uber. When Cheryl
accepted the ride, I texted with:
"I have a cat in a bag...any allergies?"

She called me and asked me to cancel the ride, because she had a cat
allergy. I told her I was willing to do that. Then she asked how far I was
going. Told her not far, she said she'd take me after all since she wasn't
far. A car drove up and passed me. She called and asked if Iwas the guy with
the dog. When I told her I was, she said she "would need me to cancel
because she didn't want to end up breaking out in hives and going to the
hospital". I told her this wasn't a problem, I'd cancel, but that she should
be aware (since she asked about my dog) that in future, if she got a rider
with a service animal, she could not refuse transport. In this case, I
understood, since I also had a cat, which isn't a service animal, and I had
no problem canceling, but she needed to understand for future reference if
she ever got someone else who just had a service dog. She said she
understood, made more noises about her allergies and hospitals. I assured
her I didn't want her in the hospital either and got another ride.

Fast forward to Sunday. I'm coming home from the Home Depot, call for an
Uber, and get Cheryl. I don't forget anybody. When she called and asked
where I was, I told her and went outside, as she said she'd be with me in
about 4 minutes. After a while, a car drove by, and the Home Depot employee
said, Oh, I think that's her...oh wait, maybe not, she just drove past".
Then, I got the cancellation. No comment, no nothing. So I got another ride
home.

So I reported her, this time, for a service animal denial. There isn't much
space in the app, so when they asked for clarification, I told the whole
story, in detail, in order. They started an internal investigation. Heard
from Susie on Wednesday, told her the story, in order, again, just to be
sure. She said they'd talk to the driver and look into it, but I felt
confident in the outcome. 

I was proved correct this morning when i got the notice that Cheryl was
being suspended from the app and could no longer access. 

So, if you have an access problem with Uber and your guide dog, file with
them under the "I have a service animal issue" category. Briefly outline
what happened. When they write back, give as much detail as you can,
including times and driver names and what happened. If you have video (I
didn't), and/or a screenshot of the trip confirmation screen, send that in
the follow-up email. No such thing as too much detail. Also, forward all
correspondence between you and them to telder at trelegal.com

They want to keep track of denials and of resolutions, in case Uber isn't
honoring the terms of the settlement. Be sure you also send Tim the final
resolution, or let him know if they don't give you the outcome of the
investigation. 

--
Buddy Brannan, KB5ELV - Erie, PA
Phone: 814-860-3194
Mobile: 814-431-0962
Email: buddy at brannan.name

--
Buddy Brannan, KB5ELV - Erie, PA
Phone: 814-860-3194
Mobile: 814-431-0962
Email: buddy at brannan.name

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