Booked a taxi day in advance to make sure it arrived on time, it was an hour late and they are refusing to give us a refund even though we had to book with uber last minute just to get to where we goi... Zobacz więcej
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Booked in advance, then at midnight we're left in the rain when the driver cancelled the job, the office staff just say book another (and pay again!) Or mysteriously can't find your booking then hang... Zobacz więcej
Absolutely awful. Booked wheelchair accessible cab for me and my luggage, taxi arrived early and refused to wait. Booked return taxi for me and less luggage (I’d eaten the food!) and refused to take... Zobacz więcej
Booked taxi to City Hospital the evening before due to a very early start. Online booking process very easy! (& gives option to pay cash in taxi which I prefer). Taxi arrived bang on time the ne... Zobacz więcej
Informacje dotyczące firmy
Informacje przekazane przez różne źródła zewnętrzne
Nottingham's Leading Taxi Service. Get our app here: http://bit.ly/DGCAPP For Support please visit: http://bit.ly/DGCHelp
Dane kontaktowe
6 Little Tennis Street, NG2 4EL, Nottingham, Zjednoczone Królestwo
- 0115 9500500
- socialfeedback@dgcars.co.uk
- www.dgcars.co.uk
2,1
Słaba
455 recenzji
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denied all responsibility for bad…
denied all responsibility for bad service, which caused me to miss my last train home; relying on untruths and half-truths to wriggle out of good customer service. Female clients be warned.... And still denying the issue they caused...
20 września 2022
Opinia niezależna
Odpowiedź od DG Cars
Dear Barbara,
Hope you are doing well. We have investigated your complete case and would like to convey the details of our investigation:
We have found that this journey (booking ID: 18173899) was booked for you at 22:00. 20/09/2022 by the Robin hood Pub by using DG cars IVR booking service and a cab was sent to you in standard time which was 22:15.
You have booked a cab and if you had any special requests (card machine required) you need to inform us and we send the driver accordingly.
Even when you have not paid the fare to the driver he believed in your words and let you go to catch your train but still, you have not fulfilled your promise, however, we do believe that you have the intention to pay the fare and have not received any payment link, we are sending you new payment link which remains valid for next 3 days but if you will not pay within that time we regretfully inform you that we have to bard your number from our system until you will pay the fare.
As you have raised your concern regarding the refund of your taxi fare so we like to inform you that whenever you are planning to catch any bus, train, or flight you should provide yourself with sufficient time. As you reached the train station in 35 minutes but still you have missed your train that means you have not scheduled your cab booking accordingly.
The payment link for the pending £8 has been sent to you on your phone number XXXXXXXXX73 this link will remain valid till 17/01/2023, 23:59pm.
If you need any further assistance feel free to contact us.
Thank you
Kind regards
Hussain
Be very careful when pre paying .I pre…
Be very careful when pre paying .I pre paid for a taxi … it never turned up the women on the phone in their office lied and said it had come and we were not there and therefore I have lost my money and will need to re book again . Upon calling back to register a complaint another person in their office admitted it had never turned up . I am now having to request a refund . Uber were great and came straight away .
25 grudnia 2022
Opinia niezależna
Odpowiedź od DG Cars
Dear Michelle,
Thank you for reaching us with your issue. We are incredibly sorry to learn that you did not experience service up to our usual high standard this time. After looking into your query, we found that the taxi waited at pick-up location but unfortunately due to no communication he had to leave the place as per standard protocol.
We take each complaint as an opportunity to learn lessons to ensure that our customers are experiencing a great service. Rest assured, we will continually work to give you a better service in the future and to improve our quality overall.
Furthermore, your refund request has been forwarded to the relevant department who will try to process your refund as soon as possible. They will get in contact once it has been completed or if anymore information is needed.
Please do not hesitate to contact us with any further requests or issues. One of our Core values is customer for life so we are always happy to do everything we can until you are satisfied with the result.
We look forward to your service in the future
Kind regards.
DG
Automated booking 09:52 went straight…
Automated booked at 09:52 went straight out to await,confirmation of booking text,at 10:06 called to ask where it was,told no record of booking.Booked another which did arrive.According to email response a driver turned up and left before 10 despite sitting outside where I watched all traffic.No record of booking turned to we turned up no one was there,could try phoning the customer if 'you couldn't find' them.By the way CCTV is at main door so would show anyone parked awaiting.
So who's lying ,the driver or company?
Will not use again
21 grudnia 2022
Opinia niezależna
Odpowiedź od DG Cars
Dear Nigel,
Thank you for reaching us with your feedback about our driver on your recent journey with us. Our service to you is important to us. We are proud to say that our drivers arrive on time for 95% of our bookings so we apologies sincerely that you have not experienced our usual high level of service on this occasion.
After looking into your query, we found that the taxi was dispatched to a driver at 09:53 on the morning of your booking and he arrived at 09:56 at your pick-p location and waited for 6 minutes as per our standard policy and then left the place.
From the moment we receive your booking we work towards sending your car on time. Bookings are sent to the nearest available driver so we can get to you as efficiently as possible.
We take each customer feedback regarding our drivers very seriously to see what needs improving and how. Furthermore, I would recommend you to download our application as it would be easier to track your ride, get you promotional offers, loyalty points, let you earn rewards to receive discounted journeys and save your time to wait in call que.
One of our Core Value as a company is to keep our Customers for life, so we are always here to provide you the service with more improvements in future.
Regards,
D&G
If you want to get to your destination…
If you want to get to your destination this year or next, Do not book with DG cars.
I had a GP appointment for my daughter immunisations at 2:45pm. I booked the taxi for 2:20pm thinking that would give us enough time as the GP is only 10 mins away.
2:27pm came and I called up to find out where the taxi was. I was then told that my booking was cancelled. I then advised that my husband made a booking for us on his phone and please could they check the booking confirmation reference we received. The operator didn't want to check the booking reference and continued to state that the booking was cancelled.
I ignored him and continued with reading the booking reference. He then finally listened and said the taxi was 5- 7 mins away.
2:45pm came ( my appointment time) and still no taxi. I had to in the end ind alternate means of transport with my little girl and thankfully the GP was able to hold our appointment.
To this day we are still waited to be refunded. They were quick to take our money, not send an actual taxi but don't want to be quick to give us our refund for a service not received.
Please avoid at all cost if you have to be somewhere at a certain time. You won't get there using DG cars.
16 grudnia 2022
Opinia niezależna
Odpowiedź od DG Cars
Dear Jade,
Thank you for your patience while we looked into into this issue for you.
Our service to you is important to us. We are proud to say that our drivers arrive on time for 95% of our bookings so we apologise sincerely that you have not experienced our usual high level of service on this occasion.
After looking into your query we found that the taxi was dispatched to a driver in time for your booking but due to an unforeseen circumstance, the driver, who had started the job, was unable to complete it and as a result sent it back to us. This mean that we had to wait for a driver to become available to fulfill your booking.
From the moment we receive your booking we work towards sending your car on time. Bookings are sent to the nearest available driver so we can get to you as efficiently as possible.
However, the transport industry has various factors beyond our control, which limit our ability to ensure this 100% of the time.
We will address the staff that dealt with your query on the day to make sure that correct information is being translated to customers during situation
We will arrange for your payments to be refunded but need the last 4 digits of the card that you paid with in order to initiate this process.
We thank you for your patience in this situation and look forward to your reply.
Kind regards
Anton
Had to order taxi as trains were on…
Had to order taxi as trains were on strike to get to central London. Driver was early, good driver and very nice chap
13 grudnia 2022
Opinia niezależna
Odpowiedź od DG Cars
Thanks for the great feedback, and we hope to see you again soon.
Not reliable again!!!!
Well, where do I start......... Let down again!! Booking ID 18680107 at 3rd December 2022, 6:30 pm. Booked in advance and paid to meet my friends at 6.30pm to go to town. Phoned office to check where my taxi was as 6.30pm and told my booking didn't have an address, Just Arnold??? Really??? So, glad I phoned as per previous problems with DG and said a taxi was on its way. Got to 6.45pm and no show, so, went outside to look for my taxi as not had a call to say the driver had arrived. Taxi driver said he'd been there 20 minutes and job had been cancelled and left as, he now didn't have a booking for us. Phoned office again and asked what is happening and told my phone had a +44 at the beginning and their system couldn't deal with this hence, the driver not being able to contact me, really??? The call centre staff are not great, next person I spoke to told me I'm not on the system, just as Arnold again, the place and to get a refund...... Then, I got another call over the top of the call centre staff speaking to me, miraculously a supervisor came on, found my booking, took my address and telephone number and a taxi arrived 5 mins later, the same driver and we got to the meal an hour late, 7.30pm so, I would NOT recommend this company, last time I will use them, thank you so much DG.
3 grudnia 2022
Opinia niezależna
Odpowiedź od DG Cars
Dear Steve,
Our service to you is important to us, we are proud to say our drivers arrive on time for 99% of our bookings. On this occasion, we apologies sincerely that you have not experienced our usual high level of service.
From the moment we receive your booking we work towards sending your car on time. Bookings are sent to the nearest available driver so we can get to you as efficiently as possible.
However, the transport industry has various factors beyond our control, which limit our ability to ensure this 100% of the time. We have investigated the delay and it was due to incomplete address as booking was made through IVR so it only saved your area but not the complete address due to which previous drivers were unable to reach at your location on time.
We appreciate your feedback, as this assists our company to learn, grow and improve thanks to your important feedback and l would hope that you will give us another chance to make it for you. Also, I would recommend you to download our APP as it will allow you to keep a track of your ride, No waiting on the telephone when lines are busy, Promotional offers and will let you earn rewards to receive discounted journeys.
Many Thanks,
DG Group
Theft criminal damage .
Please everyone do not use this taxi…
Please everyone do not use this taxi service. Or any in the surrounding area as it’s all D and G cars. So on the 17th of October I called this firm for a taxi. . They told me I needed to pay upfront. I didn’t have any cash on me I needed to go to a cash point . The taxi driver was as abbisive. Eventually I called the office who advised the driver to take me to a cash point. He did whilst being very rude to me. As I got to the cash point I left my car keys jacket and spare work clothes in the back seat along with my phone in my jacket pocket . He thrown all my stuff out the window whilst driving off broken my phone stolen my wallet I have it all on CCTV and I have reported it to notts police who are dealing with it. Please don’t use this firm or notts taxis there all the same company . This is how they do business do not trust them. They broke my phone stolen my wallet and ruined my clothes. Bu throwing them out of a moving car. All because he couldn’t wait for me to get the cash out the machine. Awful firm.Taken this to a solicitor I have a case.
18 października 2022
Opinia niezależna
Odpowiedź od DG Cars
Dear Steven,
Thank you for reaching us with your issue we are incredibly sorry to learn that you did not experience service up to our usual high standard this time.
One of our Core Value as a company are to keep our customers for life, so I can assure you that we take this complaint seriously and will strive to investigate the issue you have raised.
We have tried to call you with no reply to address your concerns.
Please can you call us on 01159 500500.
We hope that we can resolve this for you and will work to do so as quickly as possible.
Kind regards
DG Cars
What a friendly driver so helpful…
What a friendly driver so helpful picked mum up from the hospital arrived within minutes
29 listopada 2022
Opinia niezależna
Odpowiedź od DG Cars
Thanks for the great feedback, and we hope to see you again soon.
My wife phoned for a D&G taxi and was…
My wife phoned for a D&G taxi and was quoted £4.40p when She got to the destination, they charge her £8. 00. She had no option but to pay it.The driver had gone the longest was round!!!!!!!!!
21 listopada 2022
Opinia niezależna
Odpowiedź od DG Cars
Dear Carol
Thank you for reaching us with your issue. One of our Core Value as a company are to keep our customers for life, therefore we are happy to investigate this and do everything we can to find a resolve.
After looking into this booking we can see that the initial price you where quoted for this booking was incorrect. You where quoted from 14 George road NG4 3AE to Gedling road NG4 3FD when in fact the physiotherapist that you went to is located at gedling road in the NG5 area. The correct price from George road to the Physio Direct, Gedling Road, Arnold, Nottingham, NG5 6PD is £8.40 as a fixed price.
As the job was booked to run on the meter the price from NG4 3AE to NG5 6PD was was reflected on the meter.
We hope this helps in explaining the difference in price.
We will close this ticket for you. If there is anything else we can help with, please do not hesitate to get back in contact.
Kind regards,
Anton
After bad experience, company dealt with the complaint brilliantly
I booked a taxi last night, I had 2 young children with me the taxi service said half an hour, 10 minutes later the driver rang saying he’ll be 15 minutes which was great! Me and my two young children stood in the cold waiting for half an hour for the taxi to not turn up, I rang the company up and asked them where the taxi was to be told the taxi has came down the street and picked someone else up and taken them home instead, even though I had booked it and under my name! The man said sorry and said he can get another one out within the next hour. I am disgusted in this service, by that point I had two freezing children crying who just wanted to get home. I can’t believe even if you book a taxi the driver will still leave you and take someone else instead!
… this has been dealt with great by the company so I take my 1 star back.. unfortunately I can’t delete the review.
But I am happy with the care I received once reported.
5 listopada 2022
Opinia niezależna
Odpowiedź od DG Cars
Good afternoon
The driver has been spoken to, and warned against a repeat of similar actions, the driver has also been told should he face system-based issues, or a booking should vanish from him, he is to contact the office to ensure we can avoid any of these sort of issues
The driver is under observation, and this report has been logged against his record, should it be required in the future for further action to be taken
Once again, we apologize for the distress we caused on the day, and we're sorry that we could not do more to aid you when you needed, we will do better
I woke up late and needed a taxi…
I woke up late and needed a taxi straight away, i rang 1 company and the autimatic answer couldnt understand me. But DG cars i didnt have a problem and they came within 5-10 minutes.
The driver asked me which way i waned to go, and i got to my destinations in good time
Thznk you
3 listopada 2022
Opinia niezależna
Odpowiedź od DG Cars
Thanks for the great feedback, and we hope to see you again soon.
Second review - much improved 😃
This is an amended review as western cars seem to have ironed out the issues I was having. Their accounts staff realised that my access to work account had been incorrectly set up so drivers were not interested in my pick ups to & from work. Thankfully this has now been sorted.
2 listopada 2022
Opinia niezależna
Odpowiedź od DG Cars
Hi Marina, we have asked you for your booking details, we need this to investigate your issues.
DG cars unreliable.…
Booked a taxi with DG cars at 8am for 1.40pm in the afternoon to take my grandaughter to work for 2pm. Her work place is strict with lateness and I allowed plenty of time for taxi to get there. The place is not easy to get to and I was working that day. I recieved a call from my grandaughter saying they had not arrived at 1.40pm.I phoned DG cars and an automated message informed me they were trying to find a driver to attend! I had to leave my work and quickly drive home, pick her up and take her myself making her a few minutes late. On the way at 2pm had a call to say they were at my home! 20 minutes late! I am disgusted at the service and will never use this company again.
28 października 2022
Opinia niezależna
Odpowiedź od DG Cars
Thank you for the honest response, and we're sorry we added additional stress to the day for both of you
Unfortunately, due to the influx of incoming calls, outgoing calls can be missed, and we have recently moved onto an automated caller, to inform customers of delays, however it seems you did not receive this call, we'll get this error looked into
We work towards excellence, and we cannot do this without our errs brought to our attention, and we thank you for leaving us such honest feedback, and we do hope at some point in the future, we have to opportunity to repair, and have a more positive review
Thank you
Overcharged fare
I booked a taxi for my family, and the driver took advantage they are from abroad to overcharge by £10. Edit I complained to DG cars and they added the complaint to the driver's record. This situation could have been avoided if DG cars allowed card payment or made the meter more visible.
Edit I put a complaint through DG cars,however this was not helpful since the payment was cash only with no receipt given by the driver. Like I said a visible meter will be useful especially for elderly people. I know use Nottingham Cars which offers a more competitive fixed fee advanced booking.
26 października 2022
Odpowiedź od DG Cars
We have reached out to you for your booking details as we need these to investigate.
Late and a very ropey car!
Used the app to book more than two hours in advance. Car was 10 minutes late. Car was a shambles with a significant knock from the front near side suspension and a very severe vibration at speed and a tyre deflation notification on the dashboard. To cap it all the driver following his satnav missed the turn for the dead end destination and let us walk the last two hundred yards. Shambles! Use Uber it was a cheaper quote but tried to support local. Won’t make that mistake again!
26 października 2022
Opinia niezależna
Booked taxi day before
Booked taxi day before. The first taxi arrived 15 min late with no explanation.. the return taxi was cancelled ( not by us) meaning a long walk home
22 października 2022
Odpowiedź od DG Cars
We have reached out to you for your booking details as we need these to investigate.
Left waiting for above an hour…
Leftme and my 3 year old grandson waiting for above an hour in the pouring rain my grandson was dripping by the pool one we actually arrived home
21 października 2022
Opinia niezależna
Odpowiedź od DG Cars
Good morning,
Thank you for your response.
Yes i agree totally with you, you should have been informed of the delays.
I have given feedback to the operator concerned.
We have sent you a promo code by way of apology.
Kind regards
Dianne
Fast service polite driver
17 października 2022
Opinia niezależna
Odpowiedź od DG Cars
Thanks for the great feedback, and we hope to see you again soon.
I booked three taxis on the of my…
I booked three taxis on the of my daughters wedding to go backwards and forwards to the venue, each taxi arrived on time the drivers were polite and very friendly.
Would use this company again.
14 października 2022
Opinia niezależna
Odpowiedź od DG Cars
Thanks for the great feedback, and we hope to see you again soon.
Scary driver
I had booked a taxi to take my visiting family to their hotels at night, and we got a very distressing call from them telling me that the driver had pulled up at a gas station to get them to take out cash. My family was scared at the driver's behaviour. If getting paid was a concern, they could have sent a link to the payment beforehand, rather than stressing the passengers out.
Plus the same driver had driven them in the morning with the same attitude and forced them to pay an extra 20 GBP in cash specifically.
This is all very unprofessional behaviour and I will never use their services again.
10 października 2022
Opinia niezależna
Odpowiedź od DG Cars
Good afternoon,
Thank you for reaching out with your complaint. We are very sorry that you did not experience service up to our usual high standard.
The driver that picked you up in the morning is a very experienced driver and has a clean record with us.
I have taken a look at bookings made under you telephone number for the day. I have located a booking made at 21:13 . We did try to reach you at 20:01 and left you a voicemail.
According to our records we did not pick you up on the return, please could you confirm this.
KInd regards
Dianne
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