Wait time due to GPS issues
I have used Uber on several occasions, mainly without issue. I have always been pleased with their quick response, but today was a horror show. I ordered the Uber at 8:50 am. My confirmation said the car was 2 minutes away. I could see on the app where the car was and where it was trying to go. The driver was trying to follow the GPS which was telling it to drive through a school complex. Living just the other side of that complex, I know that no public traffic is allowed through those roads during school hours. What was frustrating was watching on the app not once, but 4 times, the driver trying to drive through the complex on roads that were closed. When all was said and done, after getting directions from a school security guard, she finally made her way to pick me up at 9:20am. I was waiting on the street with my bags for 30 minutes as I watched all of this unfolding on the app. The driver was very polite and apologetic, but the bottom line was this...I was aggravated, and late for my appointment because of the GPS sending the driver through non public roads, and the driver not figuring out that it was not possible to go the way the GPS wanted her to go. Waiting until your fourth fail attempt is too many before you ask for help or find a plan B. I have always been a supporter of Uber in the past because of their past service, but after this episode, I may have to think twice about using them.
Firstly, let’s talk about the poor GPS system Uber has as of late. I’ve have three Uber’s cancel on me in one day while I was trying to make it to work on time bc Uber put the wrong location for my pickup even after I chose my home as the pickup location. This has happened on several occasions and I had to dispute cancellation fees and ride fees. Then, on more than one occasion I had the unfortunate case of my Uber starting the trip without me in the car and I had to cancel the ride and again dispute cancellation charges. And last but not least I want to touch on the Ride Pass and why I advise that you don’t waste your money on it. The way the Ride Pass is advertised you would think that you get a set fare for all of your rides as long as they’re within New York City. Well that couldn’t be further from the truth because as it turns out the “set fare” only applies to the places (to and from) in which you were going when you purchased the Ride Pass. So let’s say you were going from home to work and they gave you a set pool price and a set X price that only applies to you going from home to work and back. Every other ride is priced at the flat rate fare and it’s subject to change every time. All and all it’s a scam, ten dollars isn’t much but it’s the principle and the false advertisement that’s going on with the purchase of a Ride Pass. So if you want to save yourself ten dollars I say skip on the Ride Pass and just stick to the regular prices.
Mediocre support and service
If you need a cheap ride and you need to get somewhere then I agree Uber is for that. However they need to fix some issues that keep me from wanting me to. For starters the seller fees are absolutely ridiculous! I should not have to be charged for my drivers errors. I have had numerous occasions of being charged a $5 fee for my driver not being able to find my house. Which brings me to my next problem.
The GPS navigation they have going is a mess. My old house was a difficult yet not impossible location to find. The u-turn by the gas station was right by the driveway to my house which is easy to miss. However I have tried contacting my Uber drivers giving them guidance. Some still ended up canceling. I have had drivers that would decide it was better to take a longer way for certain places rather than back ways and shortcuts. That also makes everything 10 times worse, because I have been late to work even scheduled ahead of time since these problems with your system have occurred.
I’m also currently disabled and can’t/shouldn’t drive, because of it. However I can’t blame Uber for being late for work even though it most certainly is. I take my job seriously so apparently I need to go back to Lyft since I haven’t had any of these issues personally. They even found my house in the dark! Uber needs to fix some stuff before I even think of trying to rely on them again.
The worst customer service you ever!
By t dizz
Uber is Uber, it’s as good as lyft but pricier, we call know what we’re getting with Uber. What you may not know is the customer service is an absolute joke. They literally won’t give out a number to call or email, and as far as I can see online, they literally don’t have one (even though their website currently says they do give you the number), or if they do they’ve done a great job of making it very unintuitive to find. What they do is, give you a preset list of 4 or 5 possible issues you may have with a specific ride (so no complaints if 5 drivers in a row cancel right before they are at your location). If you click on the thing from the list they just run your trip through some automated program that determines if you get your money back. My most recent incident my driver took a terrible route, then took two wron turns, adding 30 minutes to what was originally estimated to be a 30 minute trip total, and the navigation app he was using said it would be another 30 minutes. At that point it was literally quicker to walk the last 1 ½ miles. So I got out and walked, but it shows up as me having completed the trip, so whether I select driver took poor route or trip was too long, it just spits out an answer based on incomplete information. Clear lack of effort on their part, luckily for me they have competitors that care about the customer experience more then they do.
Pickup times getting worse and worse
When deciding wether to use Uber, Lyft or take a taxi, I need accurate pickup times. Increasingly, they are wrong and seem to be a bait and switch. Routinely, the app says, for example, it will take 3 minutes to be picked up so, i request ride. But as soon as a driver confirms pickup, the time until pickup becomes a lot longer. And regardless of the pickup time listed, 9 of 10 times it takes considerably longer for the driver to arrive. I can’t tell If this is an app or driver problem or both. Regarding the app, it looks to me like bait and switch. Get me to select a ride with short pickup time, and suddenly after selecting the ride double it or more. And even the extended time is wrong and the driver takes longer to arrive. This problem continues to worsen. I also now sometimes see drivers not responding to rides, at least on the app. On the driver location, I’ll see a driver sit without moving for minutes before coming to get me. I don’t know if it’s a problem with the app or the driver accepting a ride and taking his to time before coming to get me. This happened at an airport pickup last night again. I walked past the cabs because it showed a 3 minute pickup time But actial pickup was 10 min and i could have practically been home already in the taxi. For the first 5 min the driver sat where he was when he accpeted to ride. I need reliability.
disabled veteran loves UBER
By "old forgetful"
UBER is a really great service for me. I ride a motorcycle most of the time but I don't ride when the weather is bad or when I am going to the grocery store and getting more groceries than I can carry on my bike , or if the roads are slick. today I got a little frustrated when I could not just hit "home" after shopping at Publix as I was repeatedly given a different pick up point that though it was nearby I would have had to carry several bags of groceries in the rain to the pick up point. after several failed attempts at hitting "Home" as my destination and my pickup point as "Publix" I got my UBER driver to pick me up right in front of Publix and had another great ride home. I am not happy with UBER trying several times to direct me to another pickup point in the pouring rain. Why did UBER expect me to got to a more "convenient pick up point" which was only more convenient for the driver, not the passenger. Not a good thing to make me waste my time with such foolishness. The UBER drivers are getting paid for picking up a passenger wherever he or she is currently located and taking them to wherever it is they need to go. If UBER was trying to make improvements to their service this is "NOT" the way to do that in my opinion, just saying.
Avoid until the apps many bugs are fixed.
The driver's app must be broken as uber seems to feel the need to call the rider and ask them where they are and where they're going. Perhaps, the drivers aren't able to see what the customer has typed, the map, the address, gps, the live blue dot and the live symbolic car that represents the car that the uber driver is driving. Those all must be buggy as well. Maybe, the maps are incorrect, too? The drivers can't seem to use gps and a live location from the passenger (blue dot) to find where they're going or where the passenger is waiting.
Rating system has problems as well. Star ratings can't be used to choose a driver. If the driver accepts and he or she has a low rating, you can cancel, but expect to pay the penalty fee. Driver's cancel all the time, but are not charged a fee. Perhaps a system error is to blame as no one would chose an arbitrary rating system except an old tv show where the points don't matter.
Final app issue: wait times. When the app says, five minutes away, it really means 12-15 minutes away. You can cancel, but your credit card will be charged each and every time unless you dispute the charge. Maybe, it's supposed to be like that? Seems counterintuitive, and unlike a similar app that doesn't have incorrect wait times, penalties for customers and an arbitrary rating system where the points don't matter. The drivers on that app just do their job and silently come to the blue dot.
Charged a Cancellation fee for wrong address!
I ordered Uber several times and this is the first time when I put in my destination address as usual, when I got into the car I gave the driver my destination address to make sure he had it right. When he checked his client book he said the company had given him a different address and he couldn’t take me unless I changed it to the right destination address. When I told him to get in tough with the company he said he was “new at this and didn’t know how to do it” and asked me if I could change it on my end. They had given him an address in Richmond Road, and I was going to Lake Success on New Hyde Park Road. I had an area on my phone that showed the same destination address as his. I was so frustrated and knew I was going to miss my appointment. Then I was an area where I could change the wrong destination to the right one. When I did that the driver said that he finally received the same address on his pager or what ever it showed on, and he finally took me to the doctor in Lake Success. This morning - Saturday August 31st I received a note from Uber saying that “ to my cancelling of the Richmond Road address I am being charged over $6 as a cancellation fee!” I can’t find a phone number to contact them so I wrote my reply in the section where you can give a note of your experience with the driver. This was the worst experience I have had so far with Uber! I just hope I get my refund without any haste. Be wary folks.
Satisfied but a few issues
I am overall very satisfied with the app and take it basically every day. However, I have had 2 issues recently that if fixed would make it AMAZING. I live in NYC and normally take uber pool. I have no problem walking a few blocks, however sometimes the place I’m walking to is not possible for the driver to get to without going very out of the way. There have been a lot of updates to traffic patterns in NYC in the last 6 months and I don’t think uber gps has been updated with these. (Example: no left turn allowed onto 8th Avenue going east on 14th street - this is my typical pickup location and the driver usually has to spend 5 minutes driving around the block unless I text him to meet me elsewear). The other problem which is a recent one that has happened the past 2 days is that I get matched with a very convenient driver, walk to the pickup location very happily and then they cancel. The next drivers (multiple) I am matched with are extremely far away (up to 10 minutes) and I am forced to cancel and get into a yellow cab because I am now late. Drivers should not be able to cancel when they are that close to picking up their rider, especially with uber pool where that person has most likely walked decently far to get there.
GPS and location services needs to be fixed
Since the new update, there has been a process to get an Uber pool. It involves meeting your Uber at a determined location, this is very good and an excellent way to mainstream the process and make it more efficient.
But unfortunately the AI in control of matching the rider with the Uber seems to be based on distance away from the rider instead of actual logistics.
This is a problem for me since my pickup spots are always near an highway/expressway on street level (BQE in NYC) and the Ubers that are matched to me are always traveling on said expressway instead of on the side streets. Because of this, I've been matched with multiple Ubers that are traveling on the expressway and who's nearest exit is 30 minutes away. Due to this fact I couldn't even cancel the Uber since I would be charged a 5 dollar fee for due to the driver having to drive past me.
This leaves me with 3 options either take the 5 dollar fee and call another Uber or to call the driver and ask them to cancel the pick-up. Wait an extra half-hour for an uber. The 2nd option is often met with hostility with some drivers, and the 3rd option is just not feasible due to the driver having to drive back and then drop you off adding an extra hour to the commute.
Please take a look at this problem as it is extremely frustrating to book an Uber only to be late and frustrated at the process.