Pros 
Cons A Torrent of Complaints: Recurring Themes in Silver Service Canberra Reviews
Silver Service Canberra, with a meagre 2.3-star rating, has garnered a significant volume of feedback – and overwhelmingly, it's negative. The recurring complaints paint a picture of a company struggling with driver ethics, unreliable service, and profoundly poor customer support. The patterns are concerning. Many reviewers allege instances of drivers intentionally manipulating the meter to inflate fares – a particularly distressing accusation given that several reports specifically mention vulnerable customers, including a blind individual being allegedly scammed out of $60. This raises serious questions about driver vetting and ongoing training, suggesting a lack of accountability within the company.
Beyond fare manipulation, numerous customers have described rude or unprofessional driver behaviour. Stories range from drivers refusing short trips with dismissive remarks ("would you waste your time?") to refusing to assist with luggage, creating awkward and frustrating experiences for passengers. One reviewer detailed a particularly disheartening encounter where the driver didn’t offer assistance and then proceeded to ask for directions in a city with readily available GPS navigation. This lack of basic courtesy and professionalism severely undermines the perceived “elite” nature of the service Silver Service attempts to portray. The near-miss incident involving a child near the National Library, reported as a taxi driver nearly running over a child, is, without a doubt, the most alarming and concerning of all the complaints, highlighting a potential safety risk that demands immediate attention.
Below is a summarised table of the most prevalent negative feedback:
| Issue Category | Examples from Reviews |
|---|---|
| Fare Manipulation | Meter running excessively, inflated fares (especially for blind passengers), unexpected additions to eftpos charges |
| Driver Behaviour | Rude, unfriendly, unhelpful with luggage, refusing short trips, requesting directions despite GPS |
| Unreliable Service | Missed bookings, significant delays, inaccurate estimated arrival times, cabs not arriving at all |
| Lost Property & Customer Service | Impossible to retrieve lost items, rude and unhelpful customer service staff, incorrect business hours provided. |
| Safety Concerns | Near-miss incident involving a child and a taxi driver |
The Reliability Void: Missed Bookings and Damaged Promises
A significant portion of the negative feedback centres around Silver Service Canberra’s inability to deliver on its core service: reliable transportation. Several reviewers recount distressing experiences of missed bookings, with stories of waiting for upwards of 30 minutes – sometimes in harsh weather conditions – only to discover that the taxi never arrived. One customer's experience perfectly encapsulates this theme: booking a cab at 4:06 am to reach the airport by 5:15 am, only to be given a series of conflicting and misleading updates about the cab's location ("5 minutes away," then "5 kilometres away") culminating in a missed Uber and a near-miss on catching their flight.
The lack of transparency and accountability in these situations is further compounded by a complete absence of apology or acknowledgement of the inconvenience caused. Instead, reviewers reported being met with flimsy excuses and "porky pie stories" to explain away the failures. While one reviewer lauded the speed of response compared to ACT Cabs, it was only after experiencing a chaotic morning, suggesting Silver Service only shines when alternative options fail. This inconsistency – sometimes prompt, often disastrous – erodes trust and reinforces the perception of a fundamentally unreliable service.
Navigating the Customer Service Labyrinth: A Barrier to Resolution
Perhaps the most consistent and frustrating aspect of the Silver Service Canberra experience, according to reviewers, is the inadequacy of their customer service. Efforts to resolve issues – such as reporting lost property or lodging complaints about driver behaviour – have been met with roadblocks, rudeness, and a general unwillingness to assist. Obtaining a response to an email complaint can take weeks, if it happens at all. The customer service line is often described as unhelpful, with staff providing incorrect information (like false opening hours) and failing to follow through on promises.
The difficulty in retrieving lost property is a recurring complaint, with reviewers recounting a near-impossible process and feeling dismissed by the customer service representatives. This lack of support deeply frustrates passengers who rely on Silver Service for transportation and highlights a systemic failure to prioritize customer satisfaction. The inability to resolve even relatively simple issues suggests a need for substantial improvements in training, processes, and a fundamental shift in the attitude of customer service staff.
A Glimmer of Hope Amidst the Darkness - The Few Positive Experiences
While the vast majority of reviews portray a negative experience, a handful of customers have reported positive interactions with Silver Service Canberra drivers. One review specifically commended a driver for prompt pick-up when ACT Cabs failed to deliver. This suggests that not all drivers are operating with unprofessional or unethical practices. However, the lack of a consistent positive experience and the prevalence of negative feedback overwhelmingly overshadows these isolated instances. The contrasting experiences underscore the potential for Silver Service to provide adequate service, but it needs to demonstrate a concerted effort to address the widespread issues that are currently impacting its reputation.