This reminds me why calling out a company on twitter for something that goes wrong is way more effective than calling customer support. Basically a life lesson: Public shaming is way more effective than the processes set up to handle these things.
Maybe it's all true, maybe it's totally made up, maybe it's basically true but exaggerated and missing important information. We don't know, but plenty of people are happy to pile on.
Making an untrue statement, this publicly, would mean Uber's lawyers would have a strong civil case to sue her for defamation: http://www.dmlp.org/legal-guide/california-defamation-law
Susan was brave to share her story. There's very little upside for her, and tons of potential downside.
Deserved or not, public shaming of users on forums like Yelp or Twitter has become a common business tactic to battle bad press.