My complaint:
On 3 November my wife and I used Uber to take us from the Hampton Inn Boston-Logan to downtown Boston, specifically the Freedom Trail. Knowing the current trend and issues, we ALWAYS wear masks whenever they are required which we DID for this trip. I’m attaching a picture of our masks. Both of our masks meet the criteria on your web site video. Mine is cloth and actually is double layered.
On 4 November we again called for an Uber to take us to another area in downtown Boston. Image our surprise when my wife pulled up her account and discovered the driver of our previous trip had flagged us as not wearing a mask and if it happened again we would be banned from using Uber. I have a few questionsconcerns about this.
Why did your driver lie about us wearing masks?
If one of them was unacceptable, where does it state on your web site?
What are your drivers’ qualifications in virology, communicable diseases or any related field that gives them the credentials to make such a decision?
Why was this done secretly, without warning and with no appeal or recourse?
Lastly, who the hell do you think you are that you can use such brown-shoe, Nazi tactics and not lose customers? Do you know how many other options therre are out there that people will gladly pay more for to keep from being bullied by Uber???
I will be posting this incident to every bit of social media I have access to and writing a review on YELP.
Suggested solution:
1. If you are going to be specific about masks, state so up front when people request rides.
2. IMMEDIATELY let customers know when there has been an issue with them rather than hide it.
3. PROVIDE ACCESS FOR FEEDBACK!!! There is currently NOWHERE on the web sight to provide such feedbackcomplaints. That tells me you're either afraid of receiving them or just don't care.
