During our Uber ride, we were given an estimate of $28-$36 to take us from the Delta Flight Museum to Turner Field. Since I had a $35 Uber credit this seemed like a great time to use it. After a bit of traffic, it turned out that our fare came to $55.
A short while after the ride ended, a short survey came up in the Uber app. It asked to rate the driver from 1-5 and leave comments about the ride (or something to that extent).
This is what I had to say: Clean car, nice driver but I didn’t see Ranjit hit the end ride button until we were walking away from his car. I thought cabs usually ended the fare upon stopping to get out.
After sending in my comment, I didn’t expect anything to come from it but boy was I wrong!
I received an e-mail from the Atlanta Community Manager asking me to respond to the message with some info. He wanted to know the address or name of where we were dropped off. He also wrote that he would double-check to make sure I was not overcharged.
Since Uber Atlanta reached out to me, I didn’t see a reason not to write back!
The response was surprising and really impressive:
Thanks for writing in to us! So sorry for any confusion on this trip. It looks like the driver may have accidentally ended the trip a bit too late which caused this discrepancy in fare.
I checked it out, and this ride should have only cost $31, so I’ve adjusted the fare accordingly. You’ll receive an email confirmation shortly and should see the difference refunded back to your card in the next couple of business days. We’ll check in with your driver to see where the mistake was made.
Let me know if there’s anything else I can do – always happy to help!
A short while after receiving this amazing news, I received another e-mail from Uber with the subject “We corrected the fare for your May 26 trip”.
My original charge for using Uber in Atlanta was $54.99. This trip was paid with a $35 Uber credit and my credit card on file. In the latest e-mail I was informed that I got $4.01 in Uber credit refunded and $19.99 refunded to my credit card.
Talk about impressive customer service! However, if I were to ever use Uber again, I’d be a bit worried about getting overcharged during other rides.
Have any of you had a positive (or negative) experience with Uber customer service? If so, please let us know what happened in the comments below!