Uber may have failed nationally this month, but the app-powered ride service is passing the test for Gainesville customers.
The Better Business Bureau, a nonprofit consumer advocacy council, gave the company an F rating last week after reviewing more than 100 complaints filed in the last three years. An F is the lowest on the council’s A+ to F scale.
Most of the complaints were related to the company’s surge pricing policy, in which rates increase during busy times such as holidays. Uber spokesman Taylor Bennett wrote in an email that Uber hasn’t received any surge pricing complaints in Gainesville since it arrived in August.
“Surge pricing helps bring demand and supply into line, when necessary by incentivizing more drivers to come onto the platform,” Bennett said.
Victoria Lunkes, 22, said she was hired as an Uber driver about two weeks ago. She said surge pricing was in effect Saturday because of the football game.
The highest surge pricing she saw was three times the normal ride rate. She said she gave about 10 to 15 rides from 7 to 11 p.m. Saturday.
“If we had more drivers, there probably wouldn’t be high surge pricing,” she said.
Lunkes said Uber’s biggest problem in Gainesville is its lack of drivers. The UF advertising senior said she used the service regularly while in Chicago last summer and that drivers were always available within 5 miles of her location. Lunkes said Uber has been pushing for drivers to recruit friends to apply through incentives.
Jessie Berens, 21, said she’s used Uber twice since it arrived in Gainesville — once in September and once in October. She said she’s noticed an increase of drivers since her first ride. Berens, a UF dietetics and psychology senior, said she hasn’t personally seen surge pricing in Gainesville.
“It’s not ideal for prices to go up during busier times, but I guess I understand why,” she said. “They are a business and need to make a profit, and they do need to take the clients who are willing to get them the most profit when they have a lot of people.”
Berens said the F is a little harsh. She’d give the business a B.
“I think it has some kinks to work out, especially in smaller towns where it’s newer, but I think overall, they’ve done a really good job implementing their services here.”
