Category: Let's talk
Hey guys. I wanted to run something buy you all real quick. I know I have posted before, but I have slightly changed my stance based on things that uber has changed. I need to start this post by telling you a story first though. Last night, I used uber to get home instead of taking the bus because I was not feeling well and wanted to get home a little faster. Well I requested a driver as I normally would, and sat down to vape and chill with my coworkers while I waited. Well this guy pulls up, and as I was the only one taking uber and everyone else was waiting on busses, I stood up and walked to the curb. Well this guy started slowly creeping his car forward through the parking lot, later stopping at the door of the building a bit farther up from where I was. I got a text from him stating that he was there and he asked me how long I needed to come outside. I responded with, “I am standing outside already sir, you drove past me, and I am walking up to your car. Well I stepped off the curb and started walking up to his car. He promptly pulled off and sent me another text5, and I don’t think his English was very good because it read, you need I cancel? Again I informed him that he drove past me, and that I did not need him to cancel. Well, he canceled anyway. Alright, no big deal, I will just report it and get my money back because I tried to tell him I was near him. Well I requested again and got the same guy. Thinking I could just explain what had happened when he came back, I stood right at the edge of the curb and waved at him when he came back around the block. He pulls up and asks for this strange name. I told him my name and told him that I requested an uber. I started walking up to his car and he says, sorry no dog. I inform him that it is in ubers terms of service that the drivers are to take service dogs and he says again, no service dogs. Well my coworkers naturally got upset and the hole time they are exchanging words, I am just standing there, calmly trying to explain that he needs to comply with the terms of service and he just laughs and pulls away, canceling the ride as he does so. So I requested again and got a better driver who had no problem with my dog. Now that leads me to what happened later. Fast forward 3 hours, and I am hanging out on my bed watching net flix, and I get a call from an 800 number I have never seen before. I answered because I never get spam calls that late, and it was uber. He introduced himself as a member of a special team uber has formed to work on situations like this, and he asked for a play by play on what happened. He told me they were going to conduct a formal investigation on what had happened, and he refunded me for my cancelation fee and the following ride that I took home. What surprised me was that he said, thank you so much for speaking out. We know this happens a lot, but it’s hard because the majority of people this happens to don’t reach out to us. I encourage you, that if you are ever denied service by uber because of your service dog, mobility device, or disability as a whole, please access the menu in ubers app, go to help, and report your experience, otherwise they don’t know and can’t do anything about it. Before they put policies in place about this sort of thing, I used to send text messages as soon as I requested, letting drivers know I had a service dog, and this is no longer the case, because the drivers were informed about these new policies, and they are expected to take them. Please please I encourage you to speak out about this sort of thing. Uber wants to make it better, and they need to know about it so they can flush these drivers out who don’t want to conform to the terms of service. Don’t get me wrong, I have had way more hits than misses with uber and it’s an amazing platform, and even the drivers I bring this up to find it outrageous that this sort of thing is happening. So not only does uber corporate want to fix it, but the decent drivers that they have working out on the streets want to fix it too, and a lot of them inform me they really want to spread the word that this sort of thing is happening.
I agree with the poster of this topic. And, Uber I know, is more than willing to work with those with service dogs. My dad may be working for them, and I know he's a cool person about service dogs, as a member of our family has one. I know Uber is probably looking for folks like my dad to replace people looking for easy money, who think they can choose what they do.
I'm glad to see improvements. And, I hope my dad gets a job with Uber. I think he'd be great at it. Even he knows he has limits, and he's had to raise two kids with visual impairments.
LTE, I'm more than glad Uber helped you out. I'm glad they are making changes, and actively investigating wrongdoers.
Blessings,
Sarah
yes, it is amazing that they are trying to fix it, but they can only fix what they know. so everyone reading this, please please spread the word to any service dog handlers you know that use uber, not to stay silent about the issue, and to report it to the company.
I think this is really important, that they are dealing with it. I know there are people, including within the blind community who say they shouldn't have to comply with the ADA. I totally disagree with that and I'm glad uber isn't taking that stance.
It's good to know they are actively trying to deal with the issues.
Lte, thank you for posting this, and for reporting this problem! I know it can be exhausting and discouraging to speak up and continue dealing with this stuff, but I'm glad someone is doing that.
I use Uber, and have just gotten a new guide dog, so this matters to me very much.
What's the process for reporting a driver? Does Uber have a number to call, or is it all done through the app?
Really good you worked this one out. So often when we try and be civil and do the right thing we get the jack for it, so this sounds good all round.