Pros 
Cons A Torrent of Complaints: Recurring Themes in Silver Top Taxi Reviews
The overwhelming consensus surrounding Silver Top Taxi in Rosehill, NSW, is profoundly negative. A consistent 1-star rating reflects a widespread failure to provide basic, reliable taxi service. While individual experiences vary slightly, several critical issues repeatedly surface in customer feedback, contributing to the disastrous reputation. It's not simply a handful of isolated incidents; it appears to be a systemic problem.
- Unreliable Punctuality & Driver Cancellations: This is by far the most common complaint. Customers report booking taxis, often for essential travel like airport trips or medical appointments, only to have drivers fail to arrive. Cancellations, frequently initiated at the last minute without communication from Silver Top Taxi, exacerbate the issue. The claim that drivers are “independent contractors” seems to be used as a deflective response when accountability is demanded, allowing the company to seemingly evade responsibility for driver actions. Several reviewers explicitly stated they missed flights or crucial appointments as a direct result of this unreliability.
- Dodgy Metering and Price Gouging: A significant number of customers allege being subjected to suspicious fare practices. Drivers are accused of manipulating the meter, initially quoting lower prices that abruptly increase during the journey. The alleged explanation of “airport tolls” is met with skepticism, particularly when customers report the price continues to creep upward even after questioning. This, combined with a perceived reluctance to address concerns during the ride, leads to accusations of intentional overcharging and a general lack of transparency. It’s concerning that customers felt compelled to constantly monitor the meter, preventing them from simply enjoying a stress-free ride.
- Inconsiderate and Rude Driver Behavior: Beyond the practical failings, numerous reviewers cited unprofessional and even aggressive behavior from Silver Top Taxi drivers. Examples include refusing service to passengers needing wheelchair access, displaying belligerence when questioned about fares, and, most alarmingly, instances of verbal threats made toward customers, including threats of physical harm and damage to property. One customer immediately cancelled a booking with this Taxi transporting an elderly, bedridden mother to a medical appointment. The refusal to serve a passenger after they arrived from an international flight, especially when offered payment, is particularly reprehensible and reflects a complete disregard for customer service.
- Disregard for Accessibility & Special Needs: The experiences related to wheelchair-accessible taxi bookings are particularly distressing. Customers specifically requesting accessible vehicles found themselves dispatched standard taxis. In one particularly egregious case, a traveller with mobility needs was left stranded for two hours in extreme heat while repeatedly being told a wheelchair-accessible taxi "would be there in 10 minutes." This failure to meet advertised service requirements and the apparent indifference to the passenger’s wellbeing are deeply concerning and highlight a profound lack of consideration for vulnerable individuals.
Specific Incidents and Testimonials: Voices of Dissatisfaction
The experiences shared by those who have used Silver Top Taxi paint a vivid picture of frustration and disappointment. Here's a breakdown of some specific, shocking incidents:
| Reviewer Complaint | Severity | Impact |
|---|---|---|
| Missed international flight due to driver cancellations | High | Severe |
| Verbal threats of violence towards wife and property damage | Extreme | Severe |
| Overcharged for airport trip, meter manipulation | Medium | Moderate |
| Refusal of service to passenger needing wheelchair access | High | Severe |
| Two-hour wait for wheelchair accessible taxi in extreme heat | High | Severe |
| Taxi driver drove dangerously | High | Moderate |
| Disabled person left waiting in 38 degree Heat | Extreme | Severe |
| Fixed price claim dispute | Medium | Moderate |
| Late arrival resulting in missed medical appointment | High | Severe |
Quote from a frustrated customer: “Taxi drivers; You can now stop complaining about Uber. No wonder people are deserting you in droves.” This sentiment captures the growing dissatisfaction with traditional taxi services, exacerbated by Silver Top’s particularly poor performance.
Potential Legal and Regulatory Issues
The consistently negative reviews raise serious questions about Silver Top Taxi's compliance with relevant regulations and licensing requirements. The allegations of:
- Meter Tampering: Manipulating taxi meters is a direct violation of regulations designed to protect consumers. Authorities could investigate these claims to ensure fair pricing practices.
- Discrimination: Refusing service based on disability (wheelchair access) is illegal and a breach of anti-discrimination laws.
- Driver Conduct: Threatening customers with violence is not only unethical but potentially a criminal offense. Silver Top Taxi, as the company employing the driver, has a responsibility to ensure its drivers maintain a safe and professional demeanor.
- Failure to Provide Booked Services: Consistently failing to provide the services booked represents a breach of contract and potential consumer protection violations.
Premier Cabs, cited as the parent company, needs to immediately investigate these complaints and take action to address the apparent failures within its subsidiary. Failure to do so could result in regulatory penalties, loss of licenses, and further damage to the reputation of the entire taxi network.
Alternative Solutions & Recommendations
Given the severity and frequency of complaints against Silver Top Taxi, users are strongly advised to avoid utilising their services. Several alternatives exist within the Rosehill area, ensuring safer, more reliable transportation.
- Ride-Sharing Services: Uber and Didi are readily available and generally offer a more transparent and reliable experience.
- Other Taxi Companies: Numerous other taxi companies operate in the area. Researching and choosing a company with better reviews is advisable.
- Public Transport: Rosehill benefits from robust public transport options, including trains and buses, which can be a more dependable alternative to taxis, particularly for routine travel.
- For Disabled Travellers: Book accessible transport well in advance through reputable providers specializing in disability transport services.
Recommendation: The NSW Taxi Services Commission should conduct a thorough investigation into Silver Top Taxi's operations. A significant negative impact on community members and those with specific accessibility needs resulting in missed appointments, flights, and utter distress.
Reference Numbers: #SSS6334 NSW Taxi # T4433