A rider let us know that you refused their trip based on the service animal that was accompanying them. Under the Americans with Disabilities Act, service animals must be permitted to accompany riders with disabilities to any business that serves the public.
How can I improve?
The best way to avoid such complaint is to accept all trips if you are online and comply with the Americans with Disabilities Act. If you are not sure that an animal is a service animal, feel free to ask the rider. If they say it is a service animal, you must abide by the law and accept it unless you have been granted an exception from Uber in advance for medical reasons (and have corresponding medical support and documentation).
As always, riders are responsible for cleanup fees for damage to the vehicle that occurs during a ride. Please take and send us pictures of such damage if clean-up is required.
Note: we expect some negative feedback over time for all our partners as this is the nature of the business!
If you believe you received this complaint unfairly, don’t worry. We’ll only take action if we see a pattern of undesirable behavior. Again, the purpose of this message is to provide you constructive feedback to help you improve.