Uber Fights Back Against Bad Ratings Scams for Refunds
Uber is taking steps to address the issue of customers providing negative ratings to drivers to secure a refund. The San Francisco-based company is implementing a new system designed to identify customers making false claims.
As part of this initiative, Uber is expanding its review center to provide more detailed information about the reasons for deactivating an account. Additionally, drivers will have the option to request a review of the decision by submitting audio or video recordings.
In a press release, Uber emphasized its commitment to promoting safety for all users but acknowledged that some individuals may make false accusations, often with the motive of obtaining a refund from the company. Uber clarified that it will exclude low ratings beyond drivers’ control, such as traffic issues.
Maintaining access to the Uber app and ensuring safety.
The company highlighted the need to balance maintaining access to the app and ensuring safety and a high-quality user experience. Uber is specifically addressing the challenge of false accusations that can impact a driver’s ability to earn income.
Separately, Uber is offering a solution for drivers accused of drug-impaired driving. Through a nationwide partnership with LabCorp, drivers will have the option to undergo a drug test, with Uber covering the associated costs, regardless of the test outcome. Uber reiterated its strict policy against drug and alcohol use while driving. They acknowledged that mistaken reports of impairment can affect drivers. Uber cited an example stating that “in states where marijuana use is legal, a lingering odor in the car from a previous rider may prompt a false allegation against a driver.”
Uber’s Safety Report for 2019-2020, which spans 78 pages, asserts that 99.9% of all Uber rides transpire without incident. However, the report also acknowledges the handling of 3,824 cases of severe sexual assault and misconduct in the U.S. It notes that these incidents included 20 fatalities resulting from assaults.