I took an Uber this weekend and I noticed the driver avoided the tolls, and added 5-10 minutes to our trip, at the time I didn’t say anything at the time because he had already missed the turn off and it seemed pointless.
To me it seemed like he did it on purpose, but what’s 5 mins extra so whatever.
But when I get my reciept I had been charged an extra fee of $13, which is quite a lot on a $35 trip.
So I put in a refund request for the toll, thinking it’s clearly marked as a toll, we didn’t take the toll road so it’s going to be easy to get the money refunded. As it turns out that was not he case.
First they told me that actually the driver did take the GPS route. So I replied saying he did not, and even clearly marked out the route that he took.
To which they replied that after running the calculation again I’m right and we didn’t take the GPS route, but the fare was within their expected parameters so they will still not refund me the money. Then I replied that I only wanted the toll back as we didn’t take any tolls, and the fee is clearly marked as a toll fee, seperate from the distance and time calculation.
They replied again with basically the same thing. Saying that they can’t refund the money it’s within our parameters.
I basically said I don’t care what your parameters are, you have admitted that we didn’t take the route you have charged the tolls for but are still refusing to refund the charge that is specifically marked as a fee for the toll, and that I am sending the reciept and this conversation to fair trading.
And then they decided that on doing the calculations again it seems I was right.
It’s all so much crap. I relally wish there was a competitor to Uber in Australia because these guys are the worst.
Anyway rant over, point is if you go near a toll road check your reciept if you have been charged, then you can have the fun I did.
It makes sense for them to refund you the toll, since it’s being passed on back to the driver? I’d fight it as a matter of principle