I can only speak for Uber, but in my experiences they're extremely pro-consumer if nothing else good.
When I've reported drivers for rude behavior, I've been swiftly refunded for my ride, and in cases where a driver has requested I cancel it from my end, I've filed a report and received an apology along with any money lost from a cancellation fee.
It may be a case like Amazon where it's easier to refund riders and move on than actually remove the driver (or remove counterfeit products in Amazon's case), however, similar to Amazon, I must admit that I nonetheless feel defended by the company in these situations.
I called a Lyft. I waited for 8 minutes, the driver rode right past me (As I was waving my phone), turned, and stopped three blocks over. (It was perfectly safe to stop and pick up on my street.)
After waiting for 5 minutes, I cancelled the ride, and was charged a fee. I walked half a block to the arterial, and hailed a taxi in two minutes.
When I've reported drivers for rude behavior, I've been swiftly refunded for my ride, and in cases where a driver has requested I cancel it from my end, I've filed a report and received an apology along with any money lost from a cancellation fee.
It may be a case like Amazon where it's easier to refund riders and move on than actually remove the driver (or remove counterfeit products in Amazon's case), however, similar to Amazon, I must admit that I nonetheless feel defended by the company in these situations.