While Uber's rapid growth suggests it's plenty popular with consumers, the upstart car service got a failing grade from the Better Business Bureau in its hometown.
Uber on Thursday earned an "F" from the business trade group's San Francisco Bay Area and Northern Coastal California chapter, which said it had received 80 complaints about Uber in the last 12 months.
The BBB also slammed Uber for being "unresponsive" to the "pattern of complaints." San Francisco-based Uber isn't a member of the BBB.
The bulk of gripes on the group's Web site related to unresponsive customer service, overbilling and confusion over the company's so-called surge-pricing policy, in which Uber jacks the price based on demand.
At the end of September, for instance, a rider complained of being billed $407 for an 18-mile ride, saying Uber's surge-pricing policy resulted in a surcharge of 10 times the normal cost.
"I never knew about surcharges until after the fact and was unaware, confused and uninformed," the rider said. "No one in their right mind would [accept] a $407 cab ride!"
The taxi industry, which is waging war on Uber and other Internet-based car services, seized on the failing grade as another reason regulators should crack down on the service.
Meanwhile, Uber, which closed a $1.2 billion funding round that values it at $17 billion, is feeling the heat from a San Francisco man who threatened to sue after being hit in the face with a hammer by an Uber driver.
The case could test Uber's claim that it is protected from liability because it is an online marketplace that merely connects buyers and sellers, despite the fact that Uber sets the prices.
"The fact is that consumers in 220 cities around the world have made their opinion known by taking millions of rides with Uber," the startup said in a statement about the failing grade.
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