What users hate. Clustered.

1- and 2-star reviews fed into NVIDIA NIM gpt-oss-120b, grouped into themes with verbatim examples. Each cluster is a wedge a competitor could exploit.

• Unreliable Ride Scheduling

  Users experiencing issues with ride scheduling, including cancellations and no-shows

  23

  reviews
  • “Left me stranded in New York — I scheduled a pick up over 12 hours ahead of time to the airport in New York and it waits till the pick up time to tell me there’s no drivers.”
  • “Ride Reserve is Useless — We reserved a ride through the app for early the next morning knowing uber availability was likely going to be low.”
  • “Stranded — I scheduled a ride to LAX the day before my trip. I received a confirmation email. I even got a reminder notice in the morning so I assumed all was well.”
• Poor Customer Support

  Users frustrated with the lack of human customer support and unhelpful AI-powered support

  20

  reviews
  • “Bad support — DoorDash is a lot better for food. They’re on for rides but if you have issues with food orders they are worthless”
  • “Terrible customer support — I contacted customer support due to an error with the payment method used.”
  • “Horrible Customer Service — Uber customer service is terrible. I am not sure if I am dealing with the worlds worst AI chat bots or the worlds dumbest humans.”
• Overcharging and Unfair Pricing

  Users feeling ripped off by high prices, surge pricing, and unfair fees

  18

  reviews
  • “Price — Uber charged me $27. The driver got $8. What? He was the one here at 4:15am”
  • “A ride from airport to town was the same price as a rental car. — That’s it. That’s the review.”
  • “Uber is a scam — Uber is a scam and I can’t wait till people file a class action lawsuit against you.”
• App Performance Issues

  Users experiencing technical issues with the app, including crashes, slow loading, and incorrect information

  12

  reviews
  • “New update is TERRIBLE — This has to be the worse app update in history! I have never hated uber more than I do now.”
  • “App never opens when I need it to — App is always updating or refuses to open if I don’t update it.”
  • “The Uber App — Extremely confusing, accidentally ordered 2 rides, and had to pay both drivers!”
• Driver Issues

  Users having problems with drivers, including unprofessional behavior, cancellations, and poor navigation

  10

  reviews
  • “Unprofessional — Unprofessional”
  • “Uber abusing drivers — The drivers are all good. Uber needs to let the driver use their own navigation.”
  • “Extorted by Uber driver — Booked a trip to the airport for 3:30 am at noon, when the Uber driver got there he told me that Uber didn’t pay him enough to go to drive me to the airport”
• Payment and Refund Issues

  Users experiencing problems with payments, refunds, and tips

  8

  reviews
  • “Double charges — Dog water app that double charges for tips.”
  • “Payment for Uber Eats — User beware. Used the app for Uber Eats for a local restaurant.”
  • “Using LYFT from now on — This app sucks. I tipped driver $10 cash & LEGIT chose no tip but because “my previous tip was $10” it automatically tipped $10””
• Long Wait Times and Inaccurate ETAs

  Users frustrated with long wait times and inaccurate estimated times of arrival

  7

  reviews
  • “Too long wait — The service has become very frustrating lately.”
  • “Length time — I hate when someone that’s is far away picks up my ride and is 20 minutes away”
  • “Never on time — Never on time”
• Uber Eats Issues

  Users experiencing problems with Uber Eats, including order issues and poor customer support

  5

  reviews
  • “Uber Eats — Two orders never arrived”
  • “Uber Eats IS A SCAM — Uber Eats is the WORST app to order food.”
  • “Trash customer service — Uber Eats part tracked my location to the wrong place.”