A Community Manager from LA got back to me via email. They refunded my trip and gave me a $50 credit. Transcript of his email:
Hi Arun,
Thanks for reaching out and so sorry for the delay here. We take customer support very seriously and the fact that it took a few days to get a response is definitely not cool or the standard. I'm working with my support team to make sure that emails like yours don't slip through the cracks again like this.
As for your trip and adjustment, the driver accidentally ended the trip prematurely and our operations team went in to adjust the fare to the amount that our estimator shows for this route (you can see a full breakdown for the charges below). However, it looks like there was a bug here that duplicated the adjustment (creating an additional $83 charge), which resulted in the $166 adjustment. Our engineers have already started looking into this to see exactly what went wrong.
I understand this is a big inconvenience and you shouldn't have to pay for this hassle, so I have refunded this trip in full (card receipt attached) -- you should see the refund back on your card in the next few business days. Additionally, for the delay in our response, I have added a $50 credit to your account. It looks like you ride in San Francisco most often, so this should get you a few rides on us. I promise this is not the norm and hope you can give us another shot!
Please reach out if there is anything else I can do.
Hi Arun,
Thanks for reaching out and so sorry for the delay here. We take customer support very seriously and the fact that it took a few days to get a response is definitely not cool or the standard. I'm working with my support team to make sure that emails like yours don't slip through the cracks again like this.
As for your trip and adjustment, the driver accidentally ended the trip prematurely and our operations team went in to adjust the fare to the amount that our estimator shows for this route (you can see a full breakdown for the charges below). However, it looks like there was a bug here that duplicated the adjustment (creating an additional $83 charge), which resulted in the $166 adjustment. Our engineers have already started looking into this to see exactly what went wrong.
I understand this is a big inconvenience and you shouldn't have to pay for this hassle, so I have refunded this trip in full (card receipt attached) -- you should see the refund back on your card in the next few business days. Additionally, for the delay in our response, I have added a $50 credit to your account. It looks like you ride in San Francisco most often, so this should get you a few rides on us. I promise this is not the norm and hope you can give us another shot!
Please reach out if there is anything else I can do.
==== Price Breakdown =====
Base Fare $3
Distance 32.5 miles x $2.55/mile $82.75
Time 4:30 minutes x $0.50/minute $2.50
Total $88
Best, James
Community Manager - LA Twitter - @Uber_LA