Good evening, friends.

So, here's the background. I recently started an intensive, extensive outpatient treatment that requires I use the transportation my insurance pays for since I cannot drive long distances anymore due to PNES (non-epileptic seizures) and the treatment itself males me unsafe to drive. Since it is under 30 miles, my insurance uses a company that provides transportation by outsourcing to Uber. I have made it extremely clear in my notes that I utilize a large service dog. I've had good drivers and not so good drivers, but the driver I was assigned to go to my appointment on Monday was just absolutely awful.

When she arrived, at first, she didn't want to unlock the door (I'm assuming because she had seen odin next to me). When she let me in the car and odin went in first, she immediately starts going in on me that I need to inform drivers that I have a service dog I will be utilizing and to that, I told her that I have let the company I use know that I use a service dog and that it isn't my fault that she was not informed as I have 0 contact with the drivers at all. I am just told their ETA, name, make/model and license plate. Now, I want to make it abundantly clear that I ensure that odin is groomed fully every 2 weeks, but he gets daily brushings with dry shampoo and conditioning/deodorant spray after his morning dog park routine. I go over him first with pet wet wipes then clean him up. I had done this literally right before she pulled up. So, then, she starts telling me that I need to bring a blanket for my dog because she has other customers that will be using her service later and they don't like to deal with dog hair or dirt. This has all been said within minutes of me being in her car. So, I then tell her that he had just been groomed and that he will not leave behind any fur or dirt in her car. This is not good enough for her. She then tells me that she has to clean her car twice a week with her own money and that I'm ruining her car by having my service dog in it and that I need to go back home and get a blanket for him to lay on. I tell her that she arrived late and that I couldn't go back home and then get to my appointment on time and that it isn't my fault that she wasn't informed that I had a service dog and that my dog would not dirty her car. She continues to just rage about the aforementioned problems and 10 minutes into the journey, I tell her to pull over. I get out of the car, odin in tow, and I walk home. I heard her also get out of her car to check the area he was in (which I checked before exiting the car - there was nothing there).

Anyways, the short and long of it is that I did make a complaint with the company I use but I feel that they also do not communicate well with their drivers if in fact she wasn't informed of odin. I do know that Uber just faced a huge court case in which they paid out to a blind woman who was constantly refused rides and missed appointments due to her guide dog and they even put out a campaign the day of about how like 10 million people can't get to Dr appts and they were offering free rides. Just last year.

I did speak to a supervisor who said that he would handle the situation, but I don't feel confident in the fact that it will be handled. I want to contact Uber directly and make sure that something is done because how she acted was completely unacceptable.

I am wondering if this IS something I should contact Uber specifically about or if I should just trust that the company handles it.

Just want to know if I would be overstepping any contracts or anything (I never signed anything) and if this is something that should be spoken to Uber directly about.