Blind couple denied Uber rides join civil suit
Company accessed of ADA violations
By: Gene Myers
NorthJersey.com
USA Today Network - New Jersey
..... Jeff Clark and his wife were standing outside the Kimmel Center in Philadelphia in May [2025] when the ride refusals began.
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The M Mount Laurel couple, who are both blind and sue guide dogs, had just exited a Kristin Chenoweth show. They called an uber to take them home. Then they called again. And again. Four drivers later, they were still waiting.
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"I messaged each driver to say I'm blind. I use a service animal, and please call my enema when you arrive," Clark said.
..... One by one, Uber drivers accepted the request - then vanished.
..... Two canceled immediately after reading Clark's message. Two pulled up, saw the dogs, told the couple they wouldn't take them and drove away, he said.
..... Clark is among 17 people whose alleged mistreatment formed the basis of a federal civil rights lawsuit filed September 11 [2025] by the U.S. Justice Department against Uber Technologies Incorporated. The suit accuses the ride-sharing company and its drivers of violating the American with Disabilities Act.
..... New Jersey legislators have also taken up the cause, proposing legislation to increase penalties for businesses that refuse access to people with service animals.
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The stranding in Philadelphia wasn't a one-time experience, Clark, 55, said in an interview.
..... Over the years, he said, he and his wife, Sharon, have faced denials because of their animals on a monthly bases. Sometimes a driver slows down, see the dog and keeps going. Sometimes, Clark and his wife are charged a cancellation or cleaning fee for a ride they never got.
..... "There was a point last year [2024] where I seriously considered not getting another dog," said Clark, a supervisor with a new Jersey state agency that provides career counseling for people with disabilities.
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"It's just easier with the cane, even through it's more dangerous," he said. "I was tired of the stress."
..... The federal complaint filed in California, alleges that Uber drivers across the country have routinely denied rides to people with disabilities, charged illegal fees and refused to accommodate riders with service animals or "mobility devices" such as wheelchairs.
..... The lawsuit seeks $125 million for individuals who have been subject to discrimination and previously submitted complaints to Uber or the government, said a Justice Department statement.
..... "My dream would be just one month of hassle-free trips," Clark said. "Drivers who treat us like anyone else, no drama, no denial."
..... Uber, in an emailed statement, said it "fundamentally disagrees with the DOJ's allegations" and added that it has a "clear zero-tolence policy for confirmed service denials."
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The company said riders who sue guide dogs or other assistive devices "deserve a safe, respectful, and welcoming experience on Uber - full stop." Riders who believe they were denied service due to age or disability can report it to the company Online, via its app or suing a hotline that Uber launched in 2023, the company added.
..... "Every driver must acknowledge and agree to comply with our U.S. Service Anibal Policy and all applicable accessibility laws before using the Uber Driver app, and we regularly remind drivers of these obligations," the statesmen continued.
..... While the federal lawsuit plays out in court, New Jersey lawmakers are trying to tackle the issue closer to home. A pair of bills introduce last year [2024] - S3596 in the senate and A5140 in the Assembly - would make it a criminal offense to deny access to someone with a service animal.
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The proposed legislation would treat a first offense, punishable by up to 30-days in jail and a $500 fine. Repeat offenders would face up to a $1,000 penalty and a year behind bars.
..... "New Jersey is one of about 15 states where it's not a criminal offense to deny access to someone with a guide dog,: said Melissa Allman, senior specialist of advocacy and government relations at The Seeing Eye, a guide dog training center in Morristown. [NJ] "That's needs to change."
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Allman, who is also a guide dog user, said baht although Uber's official policies prohibit such behavior, they are not consistently followed.
..... A survey conducted by The Seeing Eye found that more than 80% of guide-dog uses have been denied ride-sharing service at least once, and nearly four in 10 said it happens frequently. The organization's 2024 Access Barriers Report documents those experiences and supports the state legislation.
..... Clark said guide dogs provide a level of safety and confidence that he can't replace with a white cane.
..... Service dogs "help us avoid obstacles , hear oncoming traffic, cross safely, " he said. "You can't hear electric cares anymore. People don't understand that."
..... Uber said it's in the middle of ongoing efforts to improve service for riders with disabilities, including a 24/7 phone line for reporting service animal denials, in-app features that allow riders to identify as traveling with a service animal, and a national driver education campaign conducted in partnership with The Seeing Eye and other organization.
..... The Justice Department's case against Uber seeks a court order requiring new policies and training for drivers.
..... Clark said he hopes the lawsuit leads to a better understanding of guide dogs and the people who rely on them.
..... "Some drivers are great," he said. "but there are too many who still say no, or act like they;re doing us a favor by letting us in. I just want a ride, same as anyone else."