Uber — ride pass - rules applied are not consistent

Address:	500018
Website:	www.uber.com

At the outset i would like to bring to your notice that, i have been using uber from the moment it was introduced in hyderabad since 2014 and i am very happy to be associated with the same as a rider.

Be it the prompt riding experience or prompt support services, i was happy and satisfied with you till date. Therefore, my first choice of option was and still is uber. On an average i take 2-3 rides on a daily basis.

But, one issue which has cropped up recently has made me vexing and doubting my reliability with you. Somehow, the way you people are responding is taking its toll on my patience.

I am herewith providing the sequence of transactions wherein my concern can be better explained. And to make it very clear, the concern of mine is not with regard to a single ride but a series of rides taken during last ten days.

1. I have taken an uber ride pass which was effective from 04.09.2018. And again another pass was taken somewhere between the month of october.

2. Till 2nd week of october, i paid whatever overage amount was shown to me plus the flat rate applicable for uber ride pass holders without any complaints.

3. However, somewhere in the 2nd week of october, 2018, one day on one specific ride, i was charged more that the initial amount shown before confirming the ride. This included the flat fare + overage amount.

4. I reached the support services and complained this issue. They responded back and adjusted the fare to flat fare which was rs.109/- for ride pass at that time.

5. I was surprised and analysed this issue. The actual thing which you were supposed to do is to adjust the fare to flat fare + overage amount which was shown to me before confirming the ride. Then why did the fare was adjusted to flat fare?

6. I raised another concern asking the same to support services. They got back to me stating that, since i was having ride pass the fare was applied as flat fare hence the excess amount was given as credit to me.

7. Then i started raising the concern for all the rides taken since 04.09.2018 till that date. I have got lot of calls and emails communications confirming that my claim is correct and the entire excess collected was refunded back to me.

8. The total rides which were taken since 04.09.2018 have been adjusted to flat fare. I used to pay the amount upfront and raise the concern after the ride is completed and you people used to adjust the ride amount to flat fare immediately. This was the practice followed by you upto 17.11.2018

9. From 04.09.2018 to 17.11.2018 all the rides i have taken and one ride on 19.11.2017 at 1.42 pm for which concern was raised have been adjusted to applicable flat fare.

10. However, the rides which were taken from 19.11.2018 i. E., for past 10 days are being rejected and the fare is not adjusted. When i contacted the support team they are giving me all the technical language of max fare, max cap, overage etc etc.

My concerns

With this back ground i would like to bring to your notice the following concerns
A) the support team which is responding to the concerns raised by me since 19.11.2018 are insisting that, the fare cannot be adjusted to flat fare and giving me all the reasons for the same.

B) i totally agree with you if this was the rule you people followed from day 1 when i raised this query in the month of october. But you people were not consistent in your approach and your claims. You seem to take 2 different approaches before 19.11.2018 and after 19.11.2018.

C) my question why was the fare adjusted to applicable flat rate since 04.09.2018 till 17.11.2018 and why am i denied the same now? In fact, one ride taken on 1.42 pm on 19.11.2018 also is adjusted to flat fare but the ride taken on 19.11.2018 at 9.44 am was denied.

D) if a-b =c all those 90 + days before 19.11.2018 then you cannot come forward and say that not a-b=c is not correct and therefore the formula which was applied till date is wrong. Are you following double set of standards because, this is leading to unethical and unprincipled way of taking up things and responding to the customers.

E) it is creating a very wrong impression and i began doubting your reliability and commitment to customer satisfaction since then. It seems to me that you being a reliable source and advertising the same is to some extent not correct.

F) my question is very simple. And i am expecting a very simple answer from you people. If you are enumerating all the rules since 19.11.2018 what happened to those said rules all these days since 04.09.2018? In fact what happened to those said rules when you were adjusting the ride taken on 19.11.2018 at 1.42 pm? Have the rules changed from morning trip to afternoon trip and again changed from next day?

G) why did you not give all these rules etc first time i raised the concern for adjusting the fare to applicable flat fare in the month of october? (Please check my trips and the entire process will be self explanatory). You should have denied my claim on that particular day. Then why has that not happened?

H) is it an indication to your management skills and professional ethics? Does this mean that you people have double set of standards and will apply them according to your own convenience? Is it a case of fake and deceptive assurances? Is this some con through which you butter up your customers and they bring out all the rules?

11. I am trying to explain to your basic level support staff my concern regarding this matter, but no they come up with some robotic recorded lines and are giving a readymade copy paste answer without trying to understand my issue.

12. I am fed up with the continuous message i have been sending and the robotic replies i have got.

13. The representatives at support are not trying to understand my concern which is very simple. If they wanted to apply the rules then they should have done the same at the time of first reversal when the ride amount was adjusted to flat fare. If that was fair enough then you should practice the same for all my travels.

14. Is it too much to expect a simple answer to my simple question. It my problem so complicated that your representatives are not able to answer. I am keep on asking a simple question and trying to talk a top senior person who at the higher level can better understand this (Hopefully) i being an optimistic person. But no, what i get is a recorded dummy answer which does not even make sense.in fact i was so fed up for past 10 days that i went ahead and raised my concern on other customer support forums and various other public forums as well to throw light on the way things are dealt at your end. Hopefully atleast few people will be able to know the double standards you people are set to follow.

15. It’s a humble request to whoever is on the top of the support system to look into my concern and provide a proper resolution to my concern.
Regards

Ca vijaya lakshmi v - f. C. A

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