Apex Cabs Faces Backlash: Overcharging and Distrust in Cab Transport

A Storm of Complaints: The Price is Wrong

Apex Cabs, operating out of Bankstown, NSW, currently holds a concerning rating of 2.90 out of 5 based on customer reviews. A recurring and overwhelmingly dominant theme in the feedback revolves around significant overcharging, often described as outright “ripping off” customers. Numerous accounts detail fares drastically exceeding expectations, even when comparing to ride-sharing services like Uber. The core issue appears to be a lack of transparency and questionable pricing practices.

Consider these unsettling examples brought forward by dissatisfied passengers:

• Leppington to Bankstown (15 min journey): A fare of $138 charged instead of the expected $28 (Uber estimate). The driver's initial attempt to extract this unreasonable fare, followed by a partial refund after being questioned, highlights a disturbing potential for predatory behavior. The driver’s ambiguous response ("if you think so") after returning the toll charge further compounds the discomfort.
• Sydney Airport to Home (with car seat): After a long flight, a passenger was charged $18 in tolls after the meter was switched off and a manual toll charge was entered into the EFTPOS system. The driver claimed the meter "just beeps to remind" him to add tolls, which contradicts the 2022 legislation stating taxi meters should include tolls. The perceived discrepancy between meter readings and the final fare is a significant source of frustration.
• Sydney Airport to Residence (25km): A $147 fare for a 25km journey, significantly higher than a comparable Uber fare of $67. The driver’s inability or unwillingness to provide a fare breakdown raised immediate suspicion.
• Lidcombe to Central Station (Shared Ride): A suspected scam involving a driver manipulating a shared fare, potentially overcharging both passengers. The meter was intentionally obscured, and a predetermined $120 fare was displayed, irrespective of the actual distance travelled.
• Darling Harbour to Northmead: A $155 fare for a 26km trip during an evening period, dramatically exceeding Uber estimates. The meter was kept out of view, fostering distrust.
• Sydney Airport to Fullerton Hotel: Overcharged $97, significantly more than Uber's approximately $50 fare.

These reports suggest a pattern of drivers exploiting situations and manipulating fares, whether through deliberate action or exploiting loopholes. The lack of readily available receipts, inconsistent meter practices, and a general unwillingness to provide fare breakdowns exacerbate the problem.

Meter Mishaps & Misleading Practices

Beyond sheer overcharging, several reviewers have raised concerns regarding the operation and transparency of taxi meters, and the ways drivers have circumvented regulation and best practice. The issue of tolls being added after the meter is switched off appears to be a recurring point of concern, particularly given the current legislation.

Here’s a breakdown of patterns arising from the submitted feedback:

• Post-Ride Tolls: Multiple incidents describe drivers turning off the taxi meter and then manually adding toll charges to the fare via their phone after the ride has concluded. The supposed “beep reminder” explanation provided by one driver is not sufficient.
• Meter Visibility: A common complaint is that the meter was not visible to the passenger throughout the journey, preventing them from monitoring the fare as it accumulated. This directly impacts transparency and allows for potential manipulation.
• Predetermined Fares: One user claimed a fixed $120 fare displayed on the meter regardless of distance - a clear deviation from standard meter operation.
• Meter Tampering?: The mention of a driver facing the meter towards themselves during a shared ride points to deliberate obstruction and potential fare manipulation.
• Lack of Cabcharge Acceptance: Corporates are particularly frustrated by Apex Cab's failure to accept Cabcharge, forcing them into paying out of pocket at Sydney Airport - a significant inconvenience, and a likely contributing factor to the "hustling" described by one reviewer. Clear signage about this would greatly reduce negative experiences.

These practices not only erode customer trust but also raise serious questions about internal company oversight and driver accountability.

Customer Service Black Hole & Lack of Resolution

While the price issues are prevalent, the customer service response—or lack thereof—has further fueled negative feedback against Apex Cabs. Many reviewers report significant difficulty in resolving their overcharging complaints.

• Unresponsive Communication: Repeated attempts to contact the company via WhatsApp and email have often yielded no response. Some see this as a deliberate strategy to ignore complaints and avoid accountability.
• Limited Help: When feedback is received, it's often perceived as dismissive or unhelpful, failing to address the core concerns regarding unfair pricing.
• No Breakdown Provided: Taxi drivers are unable or unwilling to supply a breakdown of how the fare was calculated, furthering the sense of having been taken advantage of.
• Driver Reactions After Confrontation: One driver’s nonchalant response after partially refunding an inflated fare (“if you think so”) suggested either a lack of remorse or an acceptance of questionable practices. This reaction, added to the consistently poor response from the company itself, undermines the sense of professionalism.
• Frustration with Lack of Accountability: The overall sentiment is that Apex Cabs doesn’t hold its drivers accountable, which contributes to a climate of distrust and allows these negative practices to continue.

A Reputation in Jeopardy: Can Apex Recover?

The collective of complaints paint a worrying picture of Apex Cabs' reputation. The escalating number of reports detailing overcharging, meter inconsistencies, and unresponsive customer service suggest a genuine systemic problem. This is further magnified by the contrast with apparently fair pricing from platforms like Uber, making Apex Cabs a less attractive option.

To reclaim customer trust and support, Apex Cabs needs to take swift and decisive action:

• Investigate Driver Practices: A thorough investigation into driver behaviour and fare practices, including meter tampering and post-ride toll additions, is paramount.
• Driver Training and Accountability: Implement mandatory training programs emphasizing fair pricing, transparency, and meter operation, alongside stricter accountability measures for drivers engaging in unethical practices.
• Improved Communication Channels: Establish responsive and accessible customer service channels to address complaints promptly and effectively. This should include dedicated contact people, faster response times and polite customer interaction.
• Meter Policy Enforcement: Implement a zero-tolerance policy regarding post-ride toll additions and ensure compliance with current regulations regarding meter operation.
• Cabcharge Acceptance: Consider embracing Cabcharge as a payment option to cater to corporate clients and streamline payment processes.
• Transparency and Fare Breakdown: Ensure drivers are equipped to provide clear and detailed fare breakdowns upon request.

Ph: +61 1300 530 570 Address: 7/46-48 Restwell St, Bankstown NSW 2200, Australia