The guy that your parent post is responding to us the guy responsible for refusing rides, in this instance, not Uber.
The point is with this change it is no longer like “complaining to the customer service rep” it is now a whole lot more like “complaining to the independent contractor that his policy is exclusionary”, despite the fact that his contracting agency clearly wishes it weren’t, which is why they hid that information from the ‘contractor’ in the first place.
Or how about instead of eroding the user experience to allow Uber to continue to take advantage of the fiction of the drivers being "independent contractors", the state does what it should and enforce minimum conditions, including a minimum wage?