Pros 
Cons Platinum Taxis: A Mixed Bag of Experiences in Melbourne
Platinum Taxis, operating out of Brunswick East, Victoria, has garnered a decidedly mixed reputation amongst Melbourne residents. With an overall rating of 2.9 out of 5, the service reflects a significant disparity between positive affirmations and deeply concerning complaints. The available data, compiled from user reviews, points to a company currently struggling to maintain consistent standards and deliver reliable service. Operating from 187 Nicholson St, Brunswick East VIC 3057, and reachable at +61 3 9090 1800, the taxi service appears to be part of the larger Yellow Cabs network, though this connection seems to offer little consistency in overall customer experience. Let's break down the nuances of these experiences, arranged into key areas of concern and appreciation.
Accessibility Issues and Ride Quality: A Recurring Theme
Several significant criticisms revolve around accessibility and the overall condition of the vehicles provided by Platinum Taxis. The most alarming incident reported describes repeated refusals at Melbourne Airport, specifically due to travelling with a pram. What makes this particularly frustrating is the paradoxical nature of the situation – the same cabs used for the initial airport transfer refused to accommodate the same passengers on the return trip. This points to potentially inconsistent driver policies or a lack of clear guidelines regarding passengers with mobility aids or young children.
Beyond the refusal incidents, other concerns noted include:
- Air Conditioning Malfunction: Multiple reviewers detailed instances where the air conditioning was not operational, even on extremely hot days (35 degrees Celsius). This is unacceptable, particularly given Melbourne's often-scorching summers, and raises serious questions about vehicle maintenance standards.
- Vehicle Condition: Accounts frequently described the cars as “run down” or "generally in poor condition", suggesting a lack of investment in fleet upkeep. This includes everything from the general state of cleanliness to the presence of wear and tear.
- Price Discrepancy: A significant issue repeatedly raised is the dramatic price difference between Platinum Taxis and ride-sharing services like Uber. Reviewers reported paying upwards of $25 more for a comparable ride, a substantial difference that makes Platinum Taxis a less attractive option for cost-conscious travellers.
- Music Concerns: While some appreciated the lack of unwanted music, its absence evidently wasn't a default setting for all vehicles.
"The cost was more then $25 more then the same uber ride. Car was generally run down. Not a good experience. Would not recommend." - A common sentiment.
Severe Failures in Dispatch and Communication
Perhaps the most damning reviews consistently highlight egregious failures in dispatch and communication. The anecdotes shared paint a picture of a system perpetually struggling to fulfil bookings, leading to excessive wait times and leaving customers stranded. A particularly distressing example details a three-hour wait for a taxi booked from Richmond Football Club to Peter Mac hospital in Parkville. Despite multiple follow-up calls—four in total—and assurances that the customer was "next in line," a taxi never arrived. The client was forced to flag one down on Punt Road, causing considerable distress to the individual's wife who required urgent medical care.
Other dispatch related complaints include:
- Extended Wait Times: Multiple individuals waited over 30 minutes for a taxi, with persistent requests to check on the booking status.
- Unprofessional Behaviour: One reviewer reported being hung up on by a Platinum Taxis representative while attempting to track their booking.
- Unanswered Complaints: A formal complaint regarding the prolonged wait time and resulting distress went completely unanswered, further demonstrating a lack of accountability and customer service.
- Inconsistent Availability: A clear theme of difficulty securing a vehicle when needed, especially when using the reception of a busy location to book.
| Issue | Frequency | Severity |
|---|---|---|
| Excessive Wait Times | High | Medium |
| Unanswered Complaints | Medium | High |
| Unprofessional Conduct | Low | High |
| Booking System Failures | Medium | High |
Glimmers of Positivity amidst the Downsides
Despite the weight of the negative feedback, not all experiences with Platinum Taxis were unfavourable. A selection of reviewers reported excellent service, praising aspects such as:
- Prompt Communication: Some found the service to be responsive and communicative, keeping them informed about their booking.
- Punctuality: Timely arrival was highlighted as a strength by several satisfied customers.
- Comfortable Rides: A few reviewers described the rides as comfortable and enjoyable, noting a pleasant driving experience.
- Driver Competence & Courtesy: Polite and skilled drivers were frequently mentioned, suggesting that individual drivers often provide a high level of service.
- Climate Control: While many experienced issues, others praised the comfortable temperature within the vehicles.
It's clear that the quality of service can vary greatly, dependent on the individual driver and the specific circumstances of the booking. The positive reviews indicate that Platinum Taxis is capable of providing a good service, but these occurrences are seemingly inconsistent.