My Safety Letter To Uber

Dear Uber,

I'm contacting you because this is the last straw. This is my background:

I sustained a severe head injury which resulted in 2 emergency brain surgeries and a skull replacement surgery. I now deal with this everyday such as balance issues and risk of seizures. 

Uber advertises "door to door service," which I find un-true. Almost 9 times out of 10, when I order an Uber to my front door which is on the South side of the street, they show up on the North side. Multiple times I've had drivers yell at me to cross the street, which resulted in me canceling the ride because I felt un-safe getting in the car with them. 

I don't know if this is Uber's fault of the drivers fault, but either way my ride should not be stopping across the street from where I requested a pick up and demanding I go to them. This is especially true in the winter when roads are slick and during rush hour when the roads are busy. I have to rely on Uber as I can't take public transit. Uber's cost-effective service is all I can afford right now. Either the app or the driver needs to take the extra time to show up where they are supposed to: at my door. I don't care if this takes 5 or 10 extra minutes, I would like my driver to do what they're supposed to.

I would like to know how you are going to resolve this issue because I know I'm not the only one who struggles with this.


I’ve contacted Uber many times, and this is their reply:

“We evaluate all complaints and safety concerns thoroughly and remove users from the service when we see clear evidence and patterns of unsafe behaviour. We’ve used your feedback in that regard, however in accordance with our Privacy Policy we can’t share the specific results of our evaluation process.”

They continue to say I should report the ride that makes me feel unsafe, and it will “…helps us know which trip you’re referencing so we can better assist you.”

I continue to contact Uber to let them know that about half the trips I take this is happening, and I don’t want to continue to report them. I want something to be done about it. They reply with the same response every single time.

I hope that this gets shared and something is done about this flaw in their system. Just because my injury is invisible and I look like I’m fine to run across the street to you, I’m not. You have no idea what me or anyone else has gone through. Drivers should NOT be yelling at customers and demanding them to cross the street when they do not know their story. Uber needs to implement a policy to all drivers that they need to follow door to door service, or create an option that riders can choose to wait the extra few minutes but have the driver arrive at their door. I don’t want to continue to report every single ride this happens on and have nothing done about it. I want something done about it right now. This is not right.