Customers complain about Uber expensive fare costs - WSMV Channel 4

Customers complain about Uber expensive fare costs

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After the music note drops and Auld Lang Syne plays, for many, the first feat of the new year is getting home.

"The key thing is for us to get home safe," said Nashville resident Billy Freeman.  

Freeman thought he had done the responsible thing by planning a ride with the Uber car service, until he got his bill.

"The next morning I got the email and I opened it and I was like, 'wow,'" said Freeman.

Freeman and four of his friends rode from East Nashville, to Hermitage, close to Brentwood, then back to the Gulch, a total of 46.07 miles.

The total cost?

"It was in your face: $546," said Freeman.

Freeman isn't alone. Uber's Facebook page is full of complaints.

"Today I found one with somebody who paid $731 for a ride in Texas," said Freeman.  

It turns out, Uber charges a so-called "surge" during peak times and it can be uber expensive.

The company warns people about it before they make a purchase, but doesn't say how much.

Freeman said he knew about the extra charge but never dreamed it would be so high. The trip cost him about $69, the surge multiplied that by seven adding $468.

"We could have flown to Times Square, watch the ball drop in New York, and come back round trip. I mean that was my first thing, 'Wow, we should have went to New York,'" said Freeman.  

Channel 4 called Uber. A spokesperson told us, "We worked hard to both maximize the number of cars on the system on New Year's Eve and also to make sure users knew what to expect as they planned their night."

As for Freeman, he went to his bank hoping to get his money back.

"I don't think it's a scam but I think it's, again I go back to 'buyer beware.' You have to be cognizant of what you're doing," he said.

Thursday afternoon Freeman received an email from a representative at Uber.

They apologized for the "sticker shock" and offered to refund him 25 percent.

He received that email from:

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