[NAGDU] A different Uber problem

Thu Jun 13 12:06:34 UTC 2024

Gosh Gretchen, how awful!  And even more so, since you were probably tired from flying.  These drivers do not understand that we have the right to have our dogs with us by law.  Uber's education is not getting the job done.
Tracy

-----Original Message-----
From: NAGDU <nagdu-bounces at nfbnet.org> On Behalf Of Gretchen Brown via NAGDU
Sent: Wednesday, June 12, 2024 9:13 PM
To: NAGDU Mailing List, the National Association of Guide Dog Users <nagdu at nfbnet.org>
Cc: Gretchen Brown <gretch99brown at gmail.com>
Subject: Re: [NAGDU] A different Uber problem

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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