[NAGDU] A different Uber problem

Thu Jun 13 06:47:22 UTC 2024

Hi Gretchen,

Experiences like the one you had make me video everything until I determine
they are a friendly ride. That was horrible.
*Suzette May*
*PS139.13 at gmail.com <PS139.13 at gmail.com>*
*512-564-0152*

On Wed, Jun 12, 2024 at 8:14 PM Gretchen Brown via NAGDU <nagdu at nfbnet.org>
wrote:

> 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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> > >>
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