13cabs Faces Backlash: Customer Woes with Taxi Service in Oakleigh

13cabs: A Torrent of Complaints – Reliability and Driver Conduct Under Scrutiny

13cabs, a taxi service operating out of Oakleigh, Victoria, is facing a significant wave of criticism from customers. A consistently low rating of 2.200000 reflects a widespread dissatisfaction that encompasses missed bookings, unreliable drivers, and concerning instances of unprofessional behaviour. The sheer volume and variety of negative feedback paint a bleak picture of the current operation. Several common themes emerge from customer experiences. The most prominent are issues relating to booking accuracy, driver punctuality (or the complete absence thereof), and ultimately, the perceived lack of accountability from the company itself.

Numerous reviews highlight the distressing experience of booking a cab well in advance—sometimes 24 hours or even two days—only to find that the booking was never fulfilled. One customer missed their child's 21st birthday because their taxi failed to arrive, further demonstrating the severe impact these failures can have. Beyond simply being late, drivers are reported to be cancelling bookings at the last minute, accepting rides and then not showing up, or even completing rides without coming to the pickup location. One reviewer painstakingly documented multiple instances of lateness, including a pickup delayed by over 60 minutes. This suggests a systemic problem within the dispatch and driver management protocols; a breakdown in connecting available drivers with scheduled passengers. And the 1300143497 contact number appeared to offer little solace to customers who expressed confusion and uncertainty.

Here's a breakdown of the recurring reliability issues reported:

• Missed Bookings: Numerous instances of pre-booked taxis simply not arriving.
• Late Pickups: Frequent delays, sometimes exceeding an hour, for booked rides.
• Cancellation Chaos: Drivers cancelling bookings at the last minute, leaving customers stranded.
• No-Show Drivers: Drivers accepting bookings without ever showing up.
• Incorrect Pickups: Drivers arriving at the wrong address, further complicating the situation.
• Unresponsive Support: Difficulty reaching customer service, being hung up on, and receiving inaccurate information about driver locations.

Dangerous Driving & Declining Deinstallation Standards: Paint Problems and Unprofessionalism

Beyond issues of reliability, several reviewers have raised serious concerns about the driving behaviour of 13cabs drivers. One customer provided dashcam footage of a driver, identified as Vehicle 5009M, allegedly driving dangerously on Frankston-Dandenong Road, including speeding, cutting off other vehicles aggressively, and using the horn inappropriately. This fuelled worries regarding passenger safety, with a customer cautioning others to cancel bookings if they encounter this particular driver. Such allegations, if true, represent a direct threat to public safety and demand immediate action from the company.

Adding to the concerns, a separate review details a deeply unsatisfactory experience with the 13cabs deinstallation service. This customer, having removed 13cabs branding from their vehicle, alleges that the deinstallation staff used improper techniques, resulting in the paint being damaged. When questioned, the staff reportedly claimed the vehicle's paint was a duplicate, an assertion the customer found dubious, given their vehicle was only a 2016 model. Moreover, the customer described the staff as rude and uncooperative, even escalating to a confrontational exchange. The police were involved but deemed the matter the responsibility of 13cabs customer service, highlighting a lack of clear accountability and resolution processes. The breakdown of professional standards and curt interactions manifest a critical failure to value customer satisfaction and build loyalty.

Here's a closer look at these concerns:

• Dangerous Driving Allegations: Reports of aggressive driving, speeding, and unsafe maneuvers by 13cabs drivers.
• Damage During Deinstallation: Damaged vehicle paint due to allegedly improper deinstallation techniques.
• Rude and Unprofessional Staff: Negative interactions with deinstallation staff and a lack of respectful customer service.
• Lack of proper methods: Improper methods used to peel of advertsing.

Customer Service Breakdown: A Pattern of Disregard & Abuse

The core of the dissatisfaction surrounding 13cabs appears to stem from a systemic lack of customer service and a concerning treatment of both drivers and passengers. Many reviews emphasized the feeling of being ignored, dismissed, or even abused by staff. One customer detailed a highly aggressive encounter with a driver who became agitated when a neighbour attempted to assist after the driver's abandonment. This escalated to aggression directed at the neighbour, ultimately requiring the neighbour to provide a ride to the customer. The lack of an accessible avenue to report such incidents compounds the problem.

Further complaints have been directed at the office staff. One customer has described an office environment as “uncorporate,” inhabited by "uneducated and mannerless people’s." Paul and Charlotte are specifically mentioned as failing to resolve issues. This highlights a potential problem within the company's management structure – a lack of training, empathy, and accountability among staff dealing with customer complaints. This pervasive disregard for customer well-being creates a climate of distrust and reinforces the negative perception of the 13cabs brand.

Key quotes highlighting the customer service issues:

• "Extremely poor service and management."
• "The way they treat their drivers is disrespectful and dismissive."
• "Not a corporate office at all. Uneducated, and mannerless people’s office."
• "When you call their number there is no option to be able to relate this issue."

The Uber Effect: Why Customers are Turning Away

The consistent negativity surrounding 13cabs isn't occurring in a vacuum. Numerous reviewers explicitly cited the rise of ride-sharing services like Uber as a direct consequence of their poor experience with 13cabs. The consistent unreliability, coupled with the aggressive or unhelpful interactions, drives customers towards alternatives that offer perceived improvements in both service quality and driver conduct. One reviewer succinctly stated, “This is why people use Uber.”

The shift in customer preferences highlights a crucial point for 13cabs: customers now have options. In a competitive market, tolerating persistent failures and unprofessional behaviour is simply not an option for many. Addressing these issues—improving booking reliability, ensuring driver accountability, and fostering a customer-centric culture—will be paramount if 13cabs wishes to regain customer trust and stem the tide of users moving to competitors. The low rating serves as a stark warning: significant changes are needed to reverse current trends and remain a viable transportation provider in Oakleigh and beyond.