Scheduled Uber for 4am-4:15am. It arrives at 3:35am and charges me for wait time.

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image showing Scheduled Uber for 4am-4:15am. It arrives at 3:35am and charges me for wait time.

RandallStephens on April 3rd, 2019 at 09:20 UTC »

Edit: Obligatory “Obligatory RIP my inbox.” Thanks for the feedback, everyone. Tweet can be found HERE

When I called to complain, they said this is how their reservation system works - it sends out the request 25 minutes in advance. I live in the heart of NYC. It has never taken me more than 10 minutes to get a car at 4am. It has never taken 25 minutes during rush hour. They should have the data to understand this.

Either way, they should stand by their brand and the failure of their tech (as a tech company). I’m also an Uber Diamond customer, which is supposed to get me access to premium support. Still, people like “Max” in customer service are nothing but rude, condescending, and unhelpful. No refund offered.

roguesimian on April 3rd, 2019 at 09:32 UTC »

As far as I’m concerned this is an unethical business practice. If the driver has to wait 25-30mins then the service is inefficient, which the customer should not be charged for. It also seems like they are taking advantage of a loophole in the terms and conditions of use in order to make more money.

I’m not sure what you can do besides escalating your complaint and making sure you tweet about it. Embarrassing PR is one way to get them to take notice. Make sure others know that Uber are ripping their customers off. What are consumer laws like in your country? Do you have the opportunity to take it to an larger organisation that deals with unfair business practices to make a case against Uber?

vapocalypse52 on April 3rd, 2019 at 12:38 UTC »

Open a refund ticket inside the app. You get the refund very quickly.