Blind and Visually Impaired Community
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rejected by uber because of service dog (self.Blind)
submitted by emwells
My uncle needed to take his dog to the vet so he called an uber and the driver saw his dog (which is harnessed and very obviously a service dog) and said "sorry I cant take you, I just had my car detailed" and then drove off. So rude and he missed his vet appointment. How does he follow up with uber? They dont have a phone number and their twitter support is shit. If anyone has advice please let me know.
-shacklebolt- 16 points 6y ago
The NFB very recently reached a settlement with Uber over this issue. Uber has agreed to permanently terminate any driver who knowingly refused to transport a service animal, or any driver with two or more plausible complaints of refusing a service animal (without regard to intent or knowledge of the driver.) Uber agreed to "rigorously enforce this contractual provision."
[You can read the settlement here.]
(http://dralegal.org/wp-content/uploads/2016/07/Settlement_Agreement_Executed_w_Addenda.pdf)
Uber has a help section for contacting them with service animal issues. See [here.]
(https://help.uber.com/h/2116298a-fa04-4fe3-a4d5-8dc98a041f27)
You can also contact Uber directly through the app using the "Help" function.
Both of these have outlined responses that their customer service must follow when a complaint of discrimination is received.
If you do not receive support, or cannot access the support, I would (I'm not a lawyer, just a person) contact one of the [law firms involved in the settlement]
(http://dralegal.org/contact-us/) if you think they are not complying with the terms of the agreement.
[You can read the settlement here.]
(http://dralegal.org/wp-content/uploads/2016/07/Settlement_Agreement_Executed_w_Addenda.pdf)
Uber has a help section for contacting them with service animal issues. See [here.]
(https://help.uber.com/h/2116298a-fa04-4fe3-a4d5-8dc98a041f27)
You can also contact Uber directly through the app using the "Help" function.
Both of these have outlined responses that their customer service must follow when a complaint of discrimination is received.
If you do not receive support, or cannot access the support, I would (I'm not a lawyer, just a person) contact one of the [law firms involved in the settlement]
(http://dralegal.org/contact-us/) if you think they are not complying with the terms of the agreement.
emwells [OP] 1 points 6y ago
This is exactly the information I needed. Thank you thank you thank you so much!!!!!!
-shacklebolt- 5 points 6y ago
You're welcome.
There's actually also been a few cases [ex]
(http://wkrn.com/2016/08/09/former-uber-driver-facing-legal-battle-after-allegedly-denying-ride-to-blind-man-and-his-service-dog/) very recently where local law enforcement have arrested and charged drivers for misdemeanor "denial of service" (or similar charges depending on local laws) when they have refused to transport service dogs. It may be worth calling the police non-emergency line (the app has the driver's identifying information including license plate number to provide police) if this happens again.
There's actually also been a few cases [ex]
(http://wkrn.com/2016/08/09/former-uber-driver-facing-legal-battle-after-allegedly-denying-ride-to-blind-man-and-his-service-dog/) very recently where local law enforcement have arrested and charged drivers for misdemeanor "denial of service" (or similar charges depending on local laws) when they have refused to transport service dogs. It may be worth calling the police non-emergency line (the app has the driver's identifying information including license plate number to provide police) if this happens again.
nyxnars 4 points 6y ago
Uber should have an option within the app to speak to customer service or to "rate" the driver. Try again on Twitter though and remind them that qhat their driver did was totally illegal and the ADA does not take kindly to those with disabilities being mistreated.
Good luck and please let me know if you need more assistance!
Good luck and please let me know if you need more assistance!
emwells [OP] 5 points 6y ago
Thanks, I dont see any speak to customer service option. I also dont know if the driver appears on his history since the trip was cancelled. He's going to have a friend take a look at his phone and see what information he can dig up.
nyxnars 2 points 6y ago
You could always try the Better Business Bureau as well. Hell, you could contact a lawyer to get a hold of them since you certainly do have a case.
(I'm not a lawyer, btw)
(I'm not a lawyer, btw)
fastfinge -2 points 6y ago
This is pretty common; ride sharing apps are a disaster for the blind. And everyone else, for that matter. In a rush to cut costs, none of these companies do proper training for drivers, perform adequate background checks, or have appropriate insurance. Unlicensed cabbies make riders, and everyone else sharing the road with them, far less safe.
-shacklebolt- 2 points 6y ago
This is totally irrelevant to the question at hand. OP and OP's uncle are adults who can make their own choices about transportation. The question is about service animal discrimination, and please don't tell me you don't think that happens in "licensed cabs."
fastfinge 1 points 6y ago
> don't tell me you don't think that happens in "licensed cabs."
Of course it does! However, in the case of a local cab company, you can call dispatch, and get someone to take action. If the company has a record of discrimination, you can go to the local city government, and launch grass-roots action to get that cab companies license revoked. In the case of multi-national ride-sharing companies, city governments are helpless to do anything. Uber in fact operated in Ottawa for months, even though it was against the law here. Ottawa was eventually forced to legalize ride-sharing apps, just because they were going to flout the law anyway, and enforcing it would have been too expensive. These large companies have no concern for any laws at all, and know they're big enough to get away with it. You can't talk to anyone at a ride-sharing company, for similar reasons. How otherwise smart people can believe, even for a second, that ride-sharing apps will offer any long-term advantage to consumers absolutely baffles me. They're cheaper, for the moment, because they're willing to skimp on safety and mistreat drivers. But once they no longer have to compete with taxi companies, the price will start going up. And you can forget about getting even what little customer service you get now.
Of course it does! However, in the case of a local cab company, you can call dispatch, and get someone to take action. If the company has a record of discrimination, you can go to the local city government, and launch grass-roots action to get that cab companies license revoked. In the case of multi-national ride-sharing companies, city governments are helpless to do anything. Uber in fact operated in Ottawa for months, even though it was against the law here. Ottawa was eventually forced to legalize ride-sharing apps, just because they were going to flout the law anyway, and enforcing it would have been too expensive. These large companies have no concern for any laws at all, and know they're big enough to get away with it. You can't talk to anyone at a ride-sharing company, for similar reasons. How otherwise smart people can believe, even for a second, that ride-sharing apps will offer any long-term advantage to consumers absolutely baffles me. They're cheaper, for the moment, because they're willing to skimp on safety and mistreat drivers. But once they no longer have to compete with taxi companies, the price will start going up. And you can forget about getting even what little customer service you get now.
nyxnars 2 points 6y ago
Okay but this rant doesn't help OP at all.
fastfinge -3 points 6y ago
No, but my point is there really isn't much OP can do. A quick google search turns up 3 or 4 cases just on the first page of results where Uber refused to take guide dogs. And as far as I know, none of them were resolved. The NFB settled with Uber, and they say drivers are required to take service dogs. However, they seem completely unwilling to actually enforce this.
emwells [OP] 3 points 6y ago
I just cant believe this company can operate without any way to physically talk to someone. So frustrating.
fastfinge 1 points 6y ago
Did you try (800) 353-UBER? That's the number Google gives for them, but apparently it's usually just an answering machine message about how to use the app. Maybe worth trying anyway though, just in case.
Uber is a large multinational corporation. Try talking to someone at Google, Paypal, etc; you'll have just as little luck. The thing is, for Google or Paypal or whatever, that's not a big deal. In the case of Uber, there's health and safety implications to what they do. IMHO, cab companies must remain small and local, just to protect consumer rights. I realize that doesn't help you much, but I think ride-sharing companies are so dangerous I take every opportunity I can to campaign against them, on the off-chance someone else reading this thread will change there opinion.
Uber is a large multinational corporation. Try talking to someone at Google, Paypal, etc; you'll have just as little luck. The thing is, for Google or Paypal or whatever, that's not a big deal. In the case of Uber, there's health and safety implications to what they do. IMHO, cab companies must remain small and local, just to protect consumer rights. I realize that doesn't help you much, but I think ride-sharing companies are so dangerous I take every opportunity I can to campaign against them, on the off-chance someone else reading this thread will change there opinion.
KelCougarMellen -1 points 6y ago
I'm legally blind and I side with the Uber driver. Why would you assume the driver would be cool with you bringing an animal in his car...why didn't you make the driver aware beforehand...why are you using Uber for this situation. This is very frustrating.
-shacklebolt- 8 points 6y ago
Because that's the law? Being legally blind doesn't preclude you from also being wrong about this matter.
A person has no obligation to let any place of public accommodation, including a cab or uber, know ahead of time they are using a service animal. They certainly don't have to notify people for the purposes of allowing that person to then discriminate against them.
A person has no obligation to let any place of public accommodation, including a cab or uber, know ahead of time they are using a service animal. They certainly don't have to notify people for the purposes of allowing that person to then discriminate against them.
KelCougarMellen 0 points 6y ago
Yeah it's that attitude I have a problem with and is why this happened to OP. Just assuming this Uber driver was going to be ok with it is naive imo. He's an Uber driver, no offense but come on. It's a ride sharing app for drunk millennials. And so what if it's law.. You're living in la la land if you think everyone is aware, mindful, and cares about your disability and is cool with your dog. What if that driver has trauma from a dog attack? Or what if he simply doesn't like dogs! It's his car, his property. You're giving disabled people a bad image giving zero fucks about how other people feel. It would have been a good idea to give a heads up instead of blindsiding the driver. Thus could have been avoided. Just sayin.
-shacklebolt- 5 points 6y ago
Then they can choose not to drive for Uber, because that's the law. In "la la land" uber JUST agreed to a settlement, substantial legal fees, and agreed to an ongoing enforcement program (including obtaining multiple forms of agreement from the driver that they understand they must transport service animals, so there is no way the driver can claim ignorance) over this issue. In some cases local law enforcement have even arrested and criminally charged uber drivers who refused service animals. There is still a problem, but people are doing something about it.
It isn't "giving zero fucks about how other people feel." It's saying that their feelings are not greater than our legal right to access the service.
By "this could have been avoided" you are saying "this could have been avoided if you gave the driver the chance to preemptively discriminate against the rider." What you are suggesting is that we also ignore the law and just let people do what they want and deny us access whenever they want to. By that measure, should a guide dog user warn every business place they enter ahead of time in case someone is afraid of dogs? Should they ask the bus driver if they're allergic? No, it's not their problem. We cannot get what we need by pandering to those who would deny us basic access.
It isn't "giving zero fucks about how other people feel." It's saying that their feelings are not greater than our legal right to access the service.
By "this could have been avoided" you are saying "this could have been avoided if you gave the driver the chance to preemptively discriminate against the rider." What you are suggesting is that we also ignore the law and just let people do what they want and deny us access whenever they want to. By that measure, should a guide dog user warn every business place they enter ahead of time in case someone is afraid of dogs? Should they ask the bus driver if they're allergic? No, it's not their problem. We cannot get what we need by pandering to those who would deny us basic access.
KelCougarMellen -1 points 6y ago
Yes that's all factual and valid and great I'm not trying to provoke you but in my subjective opinion that sucks for the driver, that sucks for the restaurant owner and patrons who don't care for dogs. I defintley don't think dogs should be automatically allowed in restaurants because it's not a necessity. You don't have to eat at that restaurant. Call a delivery guy or go with a friend or go to another resturant. Of course you should be able to take your dog on the bus because you need to and it's already cleared with the owner. But I have a problem with people lording their support animals over people. Not everyone likes animals and I don't think they should be fired for it. Use a regular cab not Uber. Shit like this is going to ruin Uber, a great tool for individuals to make some money. The driver should be allowed to say no dog because it's his car, just him. If he owned yellow cab NYC and said no dogs that would be different. Not just him. If Pete's one chair chicken shack says no dogs, fine. If McDonalds says no dogs yea that's obviously a problem. Now Uber is going to die or become yellow cab and everyobe is back to paying up the ass. Because...
Hey I need a cab...ok I'm here hop in, wtf is that...my dog is coming cus uncle Sam said so. I prepared for humans not dogs. Dick move, get out of my car.
Had OP let the driver or cab company know ahead they would've accommodated....it's the law. If that guy didn't want to then they'd send the dog car, bingo bango 1 2 3 healthy puppy. But OP didn't.. he just said come get me, nothing different or special about this trip. Simple courtesy would've gotten OP exactly what they wanted.
Hey I need a cab...ok I'm here hop in, wtf is that...my dog is coming cus uncle Sam said so. I prepared for humans not dogs. Dick move, get out of my car.
Had OP let the driver or cab company know ahead they would've accommodated....it's the law. If that guy didn't want to then they'd send the dog car, bingo bango 1 2 3 healthy puppy. But OP didn't.. he just said come get me, nothing different or special about this trip. Simple courtesy would've gotten OP exactly what they wanted.
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