[NAGDU] A different Uber problem

Thu Jun 13 01:13:11 UTC 2024

I am glad that you were able to get the cleaning fee removed. This past
weekend, I had an Uber from the airport, and was having someone from the
airport assist me to find my Uber. The other driver got out of his car and
started screaming at me in the middle of a busy parking lot that I should
have told Uber that I use a service. Animal, and that he normally did not
pick up people with service animals. I call Lee explained that he was
required to pick me up, but he said he had the right to do whatever he
wanted, and was frightened of service dogs. I explained multiple times that
she would be on the floor, and would not cause any problems. He finally
agreed to take me and the whole ride with him literally yelling at me about
how. Grateful I should be that he picked me up because it is his right to
pick up whoever he wants, and I am required to tell them that I have a
service dog. My dog did not cause any problems, she did stand up to move to
get out of the car, but he yelled at me about that as well, because her
head was right behind him, as he insisted that we sit on the driver side in
the backseat. I reported this to Uber. And I honestly would’ve canceled,
and asked for another driver, but I am new to this area, so I didn’t feel
safe doing that and I was traveling by myself. Oh, I did get to ask him
about how, since I was a blind person cannot drive, how is it fair that
because I use a service dog, I should not be required.  To stand out in the
pouring rain for an hour while drivers can decide if they want to pick me
up or not. When I explained to him that this is why I don’t tell drivers
that I use a service dog, because they refuse me service, and then I am
stuck with no option, he said he didn’t think about that. Of course, then
he mentioned that the last service dog he had caused a mess in his car,
with all the hair, and suggested the next time I take Uber Pet.

 So I guess it wasn’t technically a denial, but I did not appreciate being
yelled at in the middle of a parking lot in the middle of the airport, and
for the whole 30 minutes on the way from the airport, so Uber said that
they would educate my driver on service, dog, etiquette and policies. This
is my first time dealing with something like this on this level, and it was
definitely frightening. I apologize if this is off topic,  and I apologize
if there are errors, I’m using dictation.
Gretchen Brown
COTA/L

On Wed, Jun 12, 2024 at 8:57 PM Elizabeth Rene via NAGDU <nagdu at nfbnet.org>
wrote:

> Wow! I'm glad I don't use Uber. I stick to Lyft. The only really nasty
> experience I've had with a driver has been with a driver who also worked
> with Uber. I held him accountable for his behavior which was truly
> disrespectful, and he wrote a bad review of me as a passenger to Lyft. When
> I tried to address this, I just kept being put through loops and loops of
> email leading nowhere. I didn't file a complete with any agency or right to
> the NFB because I was super busy with my job at the time.
> I carry a travel blanket almost every time I ride with my dog, to avoid
> leaving hair in the car. And I try to keep him brushed. But shedding
> happens. And it's been my practice to have my dog ride on the seat because
> the well between the front and back seats is usually not wide enough for my
> dog to fit there, and because I can't trust what might be on the floor. So
> out of thoughtfulness to drivers, I tried to come prepared. Only once, when
> it was impossible to come with a blanket, did a driver get really upset
> with me for dog hair. I added $20 to the tip for cleaning, and he still
> wasn't satisfied, but I didn't get a nasty review. I should have complained
> to Lyft. Usually, people ask me how they can get their kids to behave as
> well as my dogs do. Lol
> Elizabeth
>
>
> > On Jun 12, 2024, at 12:21 PM, Tracy Carcione via NAGDU <nagdu at nfbnet.org>
> wrote:
> >
> > Buddy, this is good info and I've saved it.
> >
> > I've never been charged a cleaning fee before.  These guys are always
> coming up with something new.
> > Tracy
> >
> >
> > -----Original Message-----
> > From: NAGDU <nagdu-bounces at nfbnet.org> On Behalf Of Buddy Brannan via
> NAGDU
> > Sent: Wednesday, June 12, 2024 2:57 PM
> > To: NAGDU Mailing List, the National Association of Guide Dog Users <
> nagdu at nfbnet.org>
> > Cc: Buddy Brannan <buddy at brannan.name>
> > Subject: Re: [NAGDU] A different Uber problem
> >
> > Also, do point out the part of their policy that says that we won’t be
> charged a cleaning fee for hair:
> >
> > Cleaning fees
> >
> > Riders will be refunded any cleaning fees charged for shedding by their
> service animals.
> >
> > A rider will not be charged for the first or second reported mess
> involving a service animal’s bodily fluids or hair. A rider can be charged
> for the third reported mess involving a service animal’s bodily fluids or
> hair. The rider may contest that such a mess occurred by responding to the
> fee notification email to notify customer support. If a rider contests the
> cleaning fee, Uber will make a reasonable good faith effort to determine
> whether a mess occurred.
> >
> > <https://accessibility.uber.com/service-animal-policy/>
> >
> >
> > I’m not sure what constitutes merely “shedding” vs. “mess” when it comes
> to hair. I think that needs particular clarification, but focus certainly
> on the first part of the statement.
> >
> >
> > --
> > Buddy Brannan, KB5ELV, WRVB670 - Erie, PA
> > Email: buddy at brannan.name
> > Mobile: (814) 431-0962
> >
> >
> >
> >
> >> On Jun 12, 2024, at 1:10 PM, Melissa Allman via NAGDU <nagdu at nfbnet.org>
> wrote:
> >>
> >> Tracy I would also ask Uber why the cleaning fee was charged, because
> the conversation part makes no sense as you know, and ask for pictures to
> support the charge which I suspect they don't have. I hope you file this
> one with DOJ.
> >>
> >> -----Original Message-----
> >> From: NAGDU <nagdu-bounces at nfbnet.org> On Behalf Of Tracy Carcione via
> NAGDU
> >> Sent: Wednesday, June 12, 2024 12:04 PM
> >> To: 'NAGDU Mailing List, the National Association of Guide Dog Users' <
> nagdu at nfbnet.org>
> >> Cc: carcione at access.net
> >> Subject: [NAGDU] A different Uber problem
> >>
> >> I took a trip with Uber this morning.  The driver said I should have
> taken Uber Pet, which he said was for pets and service dogs.  I argued and
> he took me, but, when I got home, he'd charged me a cleaning fee, making my
> trip cost 3 times what it should have.
> >>
> >> I reported this all to Uber, and they said "based on my communication
> with the driver, the cleaning fee is staying on."
> >>
> >> My dog is clean.  He gets groomed every day.  He got in the car and lay
> quietly on the floor.  There was no mess.
> >>
> >> I am deeply annoyed.
> >>
> >> We're opening a dispute of the charge with PayPal, to see if that does
> any good.
> >>
> >> Tracy
> >>
> >>
> >>
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