Vancouver Uber rider disputes cleaning fee for small pet, deletes app after refund

Karen Plangg, a Vancouver resident, was recently charged an unexpected $60 cleaning fee by Uber after bringing her small Yorkipoo on a ride for which she had selected the Uber Pet option. The total cost of the trip ballooned to $85, far above the expected $25. Uber provided photo evidence of a mess supposedly caused by the dog, but Plangg argued that the photos only showed minor pet hair and small debris, which did not meet the company’s stated criteria for cleaning fees. Despite her attempts to dispute the charge through Uber’s app and email, Plangg initially received no resolution. Digital expert Andy Baryer highlighted that checking metadata of submitted photos could help prevent such disputes by verifying the timing and relevance of evidence. Eventually, after Consumer Matters contacted Uber, Plangg received a refund, which she donated to the BC SPCA. Frustrated by the experience and Uber’s lack of accessible customer service options, Plangg deleted the app and encouraged others to review receipts carefully to avoid similar charges.