Uber, the private car service app taking Boston by storm, is so shrouded in secrecy that company officials won't answer basic questions such as how many complaints were made against drivers, how many have been fired for misconduct — or even how many are working in town.
The young tech company's spokesman, Taylor Bennett, even refused to answer how many trips Boston riders have taken with Uber, and instead emailed marketing copy on the benefits of the service.
"While that is proprietary, we've done hundreds of thousands of trips since launching back in 2011," Bennett said in an email. "Overall, we've received overwhelming support from both riders and drivers since our launch."
According to Bennett, the number of Uber rider complaints is also kept secret, including gripes about surge pricing, a controversial feature that temporarily hikes fares during peak ridership.
Bennett declined repeated requests for an interview with Uber leadership and insisted the Herald send all questions via email. He did not respond to several follow-up questions yesterday, including whether the company plans to increase transparency.
The red-hot tech startup last month raised $1.2 billion in venture capital funding that had investors estimating the worth of the smartphone app transportation service at a whopping $17 billion.
The cash infusion was reportedly led by Fidelity Investments and other backers including Wellington Management, Summit Partners, BlackRock Inc., venture capital firm Kleiner Perkins Caufield & Byers, and existing investors such as Google Ventures and Menlo Ventures.
Uber has also come under fire from cab companies beefing that the service is unregulated. A local class-action lawsuit filed last month alleges the company classifies certain drivers as independent contractors, illegally forcing them to pay for gas, insurance and other expenses.
The app service boasts of a "two-way street" feedback feature that allows drivers and passengers to evaluate one another on a five-star rating system after each ride. While riders can see a driver's rating, riders can't see how drivers rate them unless they email customer service.
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