Pros 
Cons A Torrent of Negative Experiences: What Customers Are Saying
West Coast Cabs, operating out of Morley, Western Australia, currently holds a dismal rating of 1.10 out of 5 stars. A deep dive into customer reviews reveals a consistent and concerning pattern of negative experiences, ranging from inflated fares to alarming driver behaviour and, in one instance, a lost luggage incident. The sheer volume and severity of complaints paint a troubling picture for anyone considering utilising their services. It's clear customers are significantly dissatisfied and feel unheard. Many reviews actively warn others against using the service, indicating a systemic problem that extends beyond isolated incidents.
Here’s a breakdown of recurring themes emerged from the feedback:
- Price Gouging & Meter Manipulation: A recurring complaint is the charging of excessive fares. Several customers report being charged significantly more than the standard rate for comparable journeys. One individual paid $78 for an airport to Como ride, with others at the same hotel paying only $35. Furthermore, instances of drivers manipulating the meter to display "maxi cab night" rates, even when a standard fare is appropriate, have been documented. One customer was initially quoted $44 for a domestic airport to Kewdale trip, significantly higher than the usual ~$30, but the driver quickly retracted the inflated price upon being confronted with photographic evidence. This suggests a deliberate attempt at dishonesty.
- Concerning Driver Behaviour: Unfortunately, a significant portion of feedback details unsettling interactions with drivers. These range from unprofessional to downright frightening.
- Religious Proselytising: One passenger recounted being subjected to unwanted and persistent religious sermons during their journey, feeling extremely uncomfortable by the driver’s unsolicited commentary.
- Aggressive Impatience & Condescension: Another customer experienced a terse and intimidating response from a driver, seemingly annoyed by their polite request to allow a larger group to utilise a minivan taxi waiting at the airport. The driver’s dismissive attitude and mumbled remarks created a deeply unpleasant atmosphere.
- Erratic Driving & Safety Concerns: Multiple reviews directly highlight dangerous driving habits, referencing near misses, speeding, and a general disregard for road safety. One review directly states, "Seriously dangerous driving. I would only ride with this taxi company should I wish to have an adventure verging on a near death experience." The connection of a specific number plate ('taxi1268') to extremely perilous driving warrants serious investigation.
- Lack of Accountability & Communication Issues: Customers attempting to lodge complaints face further frustration. The phone number listed on Google is reportedly connected to a different taxi service, hindering the ability to directly contact West Coast Cabs. The 13 number is also frequently unresponsive, particularly from areas outside of Morley, as demonstrated by an elderly couple stranded in Mandurah. The lack of a clear and accessible complaints process adds insult to injury for dissatisfied customers.
- Lost Luggage & Subsequent Handling: A particularly worrying incident involved an elderly family whose suitcases were inadvertently left behind in the taxi’s boot. While the driver eventually returned, they charged extra for the retrieval, exacerbating an already stressful situation. The inability to lodge a simple complaint due to phone connectivity issues underscores the operational shortcomings of the company.
Specific Incidents: A Closer Look at Customer Accounts
Several reviews detail particularly egregious incidents, illustrating the concerning realities of using West Coast Cabs. Below is a summary, presented as case studies:
| Customer Experience | Details | Impact |
|---|---|---|
| Airport to Como Overcharge | Charged $78 for a journey costing others at the same hotel $35. | Financial burden, distrust of service. |
| The Religious Sermon | Driver relentlessly preached Christianity throughout the journey. | Distressed passenger, uncomfortable and invasive experience. |
| Minivan Encounter at T1 | Condescending and intimidating response from a driver to a request to relinquish a taxi for a larger group. | Unpleasant environment, perception of poor customer service, general frustration. |
| Meter Manipulation & Deceit | Driver initially attempted to charge an inflated fare ($44 for a $30 trip), resorting to a "maxi cab night" meter reading. | Suspected fraudulent behaviour, distrust of driver, feeling of being targeted. |
| Forgotten Suitcases | Driver drove off with elderly family’s suitcases; charged extra for return. | Stressful experience for vulnerable passengers, logistical inconvenience, questionable ethical behaviour charging extra for a mistake. |
| Dangerous Driving Allegation | Specific number plate 'taxi1268' linked to dangerous driving and near-misses. | Risk to passenger safety and potentially other road users. |
The detailed nature of these accounts suggests that these aren't isolated incidents, but demonstrate a pattern of unprofessional conduct and potentially illegal practices.
Addressing the Core Issues: What Needs to Change?
The overwhelming negative feedback points to critical failings within West Coast Cabs, requiring immediate and substantial improvements. A reactive approach to complaints is clearly insufficient. Here's a breakdown of areas demanding urgent attention:
- Driver Screening and Training: A complete overhaul of the driver selection process is essential. Stringent background checks, regular driving assessments (including defensive driving courses), and mandatory customer service training – focusing on respectful communication and professional conduct – are paramount. Training should explicitly address issues of religious proselytising and creating a comfortable environment for all passengers.
- Fare Transparency and Meter Integrity: West Coast Cabs needs to implement rigorous checks to ensure meter accuracy and prevent unfair pricing practices. Clear fare guidelines should be displayed both within the vehicles and online, and drivers should be held accountable for adhering to them. Consider implementing GPS tracking and fare verification technology to provide passengers with accurate records of their journeys.
- Improved Communication and Dispute Resolution: Establishing a reliable and responsive customer service channel is non-negotiable. A dedicated complaints phone line and email address should be publicly advertised and actively monitored. Staff should be empowered to address complaints effectively and provide prompt resolutions. Consider a formal mediation process for resolving fare disputes.
- Increased Oversight & Accountability: The company requires stronger internal oversight to detect and address problematic driver behaviour. Implementing a driver performance monitoring system, incentivising positive customer feedback, and promptly investigating all complaints are crucial steps. Furthermore, active collaboration with local authorities regarding safety concerns and illegal practices is essential.
The Potential Fallout & The Need for Action
The current reputation of West Coast Cabs is severely damaged, potentially impacting local tourism and causing significant distress to the residents of Morley and surrounding areas. The persistent negative reviews and allegations of dishonesty and unsafe practices understandably deter prospective customers. Without significant and demonstrable changes, the long-term viability of the business is questionable. Authorities should seriously consider investigating these repeat complaints, particularly regarding alleged dangerous driving, vehicle safety and fairness in pricing to protect the public and ensure the operation adheres to transport industry standards. The company management needs to address these criticisms head-on, show genuine commitment to improvement, and restore public trust.