Pros 
Cons A Mixed Bag: Examining the 13cabs Thomastown Experience
13cabs Thomastown, located at 1/58 Mahoneys Rd, Thomastown VIC 3074, currently holds a rating of 2.8 out of 5, indicating a significant number of negative experiences. While some customers report acceptable service, a concerning pattern of cancellations, communication failures, and inflated pricing has emerged from recent reviews. This article delves into the common threads of praise and complaints surrounding this Thomastown-based taxi service, aiming to give potential passengers a comprehensive understanding of what to expect. The phone number for 13cabs Thomastown is +61 3 9277 3570. It is crucial to note that accessing human support for complaints appears to be a significant challenge, frequently encountering an automated system instead.
Recurring Themes: Cancellations and the Elusive Driver
The most prevalent complaint leveled against 13cabs Thomastown revolves around cancelled bookings and drivers failing to appear. Several customers detailed frustrating experiences where bookings, sometimes made through the website, were abruptly cancelled without their initiation. This represents a serious breach of service reliability.
Here's a breakdown of the specific issues reported:
- Website Booking Problems: Issues with online bookings persist, with drivers claiming they cannot locate the pick-up address, even when the customer remains at the designated location. One customer's story highlights a particularly egregious example: repeatedly losing the driver statement, claiming to be unable to find the address and refusing to show, leaving the customer stranded for two hours.
- Driver Accountability: The perception of dishonesty is a troubling thread in several reviews. The claim that drivers are 'lying' about their inability to find the address, despite clear instructions, erodes trust in the service.
- Lack of Communication Regarding Cancellations: Critically, customers report receiving no notification whatsoever regarding the cancellations, leaving them unaware and stranded. This further exacerbates the frustration.
- Appointment Booking Failures: One reviewer made a booking two weeks in advance, only to be told on the day that the job would take significantly longer than initially estimated (over five hours), leading to a complete waste of their time. This suggests a lack of proper scheduling or assessment of job demands.
| Issue Category | Frequency (Based on Reviews) | Severity |
|---|---|---|
| Booking Cancellations | High | Very High |
| Driver Failure to Appear | Moderate | High |
| Lack of Notification | High | Medium |
| Inaccurate Job Time Estimates | Low | Medium |
Customer Service: A Significant Shortfall
Beyond the operational failures, the consistent criticism of 13cabs Thomastown's customer service paints a bleak picture. The inability to reach a human representative when attempting to lodge a complaint is a recurring theme, with reviewers repeatedly hitting an automated system. This lack of responsiveness to customer concerns is deeply concerning.
Key points about the customer service experience:
- Automated Phone System: Attempts to contact the company to resolve issues often result in navigating a frustrating automated phone system with no clear path to speaking with a person. This prevents customers from voicing their concerns and seeking redress.
- Unresponsive to Complaints: Multiple accounts report contacting the company over ten times without success in reaching a representative.
- No Apparent Complaint Resolution Process: The absence of a clear complaint resolution process leaves customers feeling powerless and their issues unresolved.
- General Absence of Assistance: The reviews collectively suggest a lack of visible customer service effort, indicating a potential systemic problem within the organisation.
Pricing and Intermittent Positives
The pricing structure has also drawn criticism, with one reviewer citing a $50 charge for a short, “around the corner” journey. This raises concerns about potential price gouging. However, not all experiences are negative. Some customers have had "not too bad" encounters, specifically mentioning a satisfactory trip to St Vincent's Hospital. This suggests the service's quality can be inconsistent.
"Wanted 50 dollars for around the corner no wonder they are going broke" - A reviewer comment reflecting common pricing concerns.
Here's a summarised view:
- Potential for Price Gouging: Some reviews allege unreasonably high fares for short distances, suggesting inconsistent pricing practices.
- Sporadic Positive Experiences: While the overwhelming majority of feedback is negative, a small number of customers report satisfactory service, highlighting a potential inconsistency in driver quality and service delivery.
- Need for Price Transparency: Greater transparency regarding pricing and fare calculations is needed to address customer concerns and build trust.
Ultimately, the current reviews suggest significant improvements are needed within 13cabs Thomastown regarding reliability, communication, and customer service to justify continued patronage.