Pros 
Cons A Tale of Two Experiences: The Good and the Bad with 13cabs Ballarat
13cabs Ballarat presents a curious case study. With an overall rating of 2.2 out of 5, it’s clear that customer experiences are far from uniform. While some patrons sing the praises of prompt service, friendly drivers, and immaculate vehicles, others have endured frustrating and even concerning encounters. Initially apprehensive due to pre-existing reviews, one user’s recent reliance on the service due to medical needs paints a rosy picture. They consistently found cabs arriving on time, driven by polite and professional individuals in well-maintained cars. A particular highlight involved a driver going above and beyond, using headlights to guide the user home and waiting for their safety before departing - a genuinely heartwarming example of excellent customer service. This heartily contrasts with other reports, highlighting a potential inconsistency in service quality across different drivers and situations. The variability, as several reviewers point out, is difficult to ignore.
| Feature | Positive Feedback | Negative Feedback |
|---|---|---|
| Driver Behaviour | Friendly, polite, helpful, went above and beyond. | Rude, attempting to overcharge (multiple instances reported), uncooperative, poor attitude. |
| Vehicle Condition | Clean, well-presented. | N/A |
| Punctuality | Generally prompt. | Significant delays, no-shows, cancellations. |
| Payment Process | Card scanner use observed (leading to discovery of overcharging attempts). | Payments failing mid-ride, drivers abruptly dismissing passengers. |
| Accessibility | Wheelchair accessible parking available. | N/A |
The Overcharging & Reliability Concerns: A Recurring Problem?
Several concerning patterns emerge when examining the negative feedback given by other individuals. A recurring theme is attempted overcharging. Two riders reported being deliberately charged an extra $20 by the same older male driver, only discovered by checking the card scanner. The feeling of being exploited, and the lack of accountability, is understandably frustrating. Linked to this, is a perception of unreliability, with a prepaid booking for 1pm failing to materialise, leaving a passenger desperately trying to catch a train. Attempts to contact customer service were fruitless, and the driver only arrived significantly late, leading to a missed train and substantial stress. This paints a picture where the booking system isn’t consistently dependable, and when problems arise, customer support is unresponsive. The issues noted regarding payment systems continuing with “Payments failing mid-ride, drivers abruptly dismissing passengers”, further exacerbates these reliability concerns. It's worth noting in the excerpts that all attempts to reach customer service unnecessarily involve awaiting/receiving a “hang up”.
“Got a cab this morning 5.00am ordered on the app. 5 mins into ride he pulls over and says payment didnt go through and to get out (kicked out) didn't ask for another type of payment just asked me to get out and left. Tried to order another can (twice) both got cancelled.” - A frustrated user.
This highlights a concerning lack of basic professional courtesy and problem-solving from some drivers.
The Fragrance Factor: A Sensitive Issue for Some Riders
Beyond the issues of reliability and fraud, a quieter but significantly disruptive problem has been reported by one individual: strong air freshener fragrances. While some may consider it a minor detail, the impact on this user has been substantial. They suffer a severe allergic reaction, resulting in headaches, skin irritation, and lingering fragrance on clothing that requires numerous washes. Attempts to address this with customer service have yielded lukewarm responses, with no guarantee that a fragrance-free cab could be requested. This represents a significant oversight for 13cabs Ballarat, as it directly impacts passenger wellbeing and accessibility for those with sensitivities. It's a subtle yet essential aspect of providing a comfortable and inclusive service that they are presently failing to deliver on. The lack of guarantee of what measures the business can take could lead to further individual suffering and medical complications.
- Impact of Fragrances: Severe headaches, skin reactions, persistent fragrance on clothing.
- Customer Service Response: No guarantees of fragrance-free cabs, limited willingness to accommodate.
- Suggestion: Drastically reduce the use of strong air fresheners to ensure passenger comfort and minimize allergic reactions.
Positive Experiences and the Need for Consistent Improvement
Despite the criticism, not all experiences with 13cabs Ballarat have been negative. A few users report fast, friendly, and enjoyable rides, particularly between the Ballarat railway station and Kryal Castle. These cabs were described as clean, tidy, and staffed by helpful drivers. This demonstrates that the service is capable of providing excellent experiences – it’s just not consistently delivered. These instances suggest that training and a greater emphasis on driver accountability could bridge the gap between the best and worst experiences. The company needs to address the reported issues of reliability, overcharging, and fragrance sensitivities to earn a higher rating and regain customer trust. Improved customer service responsiveness, clearer booking policies, and perhaps a driver code of conduct that explicitly addresses professional behaviour and payment transparency could be valuable steps forward.