Vehicle Quality: Appearance or Cleanliness

At Uber, we’re committed to supporting our partners by providing them the feedback needed to improve their star ratings. In recent driver surveys, rider feedback was the #1 item drivers requested from us, and we listened! In the past week, we received the below feedback from your riders.

Vehicle Quality: Appearance or Cleanliness

What does Vehicle Quality: Appearance or Cleanliness mean?

A passenger let us know that your vehicle was lacking cleanliness during a recent trip. This could be anything from a dirty exterior, messy backseat, no A/C, jerky brakes, missing hubcaps, etc. A dirty car can prevent a rider from having an enjoyable trip and not rate you 5 stars. We monitor this complaint closely to ensure riders can receive 5 star service while in your vehicle!

How can I improve?

The best way to avoid a ‘Vehicle Quality: Appearance or Cleanliness’ complaint is to regularly clean both the interior and exterior of the vehicle and keep keep the vehicle free of clutter. Also, make sure your A/C, brakes, and other fluids are checked regularly.

What’s next?

To refresh your knowledge on Uber’s best practices, check out this refresher video:


If we continue to receive negative feedback from riders that impacts your rating, your account will be reviewed and may be deactivated.

Note: we expect some negative feedback over time for all our partners as this is the nature of the business! If you believe you received this complaint unfairly, please don’t worry, we’ll only take action if we see a pattern of undesirable behavior. Again, the purpose of this message is to provide you constructive feedback to help you improve.