Extremely bad customer service. Drivers decide how much they charge customers without consulting their office. When main office was contacted, they basically said drivers can decide how much to cha... Toon meer
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Lees wat reviewers zeggen
1st class service, car on time, clean modern, our helpful and knowledgeable driver Amin couldn't do enough for us. Efficient booking staff gave us a fixed rate into Boston on a bank holiday Monday t... Toon meer
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... Toon meer
Their customer support is absolutely top-notch. I lost a watch in a taxi, it isn't really expensive but has immense emotional value for me. The driver delivered it to my door the next day and was very... Toon meer
Bedrijfsgegevens
Informatie afkomstig van verschillende externe bronnen
Nottingham's Leading Taxi Service. Get our app here: http://bit.ly/DGCAPP For Support please visit: http://bit.ly/DGCHelp
Contactgegevens
6 Little Tennis Street, NG2 4EL, Nottingham, Verenigd Koninkrijk
- 0115 9500500
- socialfeedback@dgcars.co.uk
- www.dgcars.co.uk
2,8
Gemiddeld
471 reviews
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DG / Z cars Newark
DG / Z cars Newark, you need to change your booking system and I won’t use you again. Booked my taxi one day early on your automated system which can’t be trusted. My taxi didn’t arrive at 8.15 am and your Automated system told me there was currently no drivers even though I had pre booked!!!!! Luckily yellow cabs picked me up and got me to my train on time
18 april 2023
Review zonder uitnodiging
Antwoord van DG Cars
Dear Natalie,
Further to our emails,
One of the core values of our business is that we keep our customers for life, therefore we can assure you that we will try our best to assist you with a best possible resolution.
However, we need some more information in order to check the details including booking ID, date and name on the booking and contact number.
Looking out to your response.
Kind regards,
DG support
Don’t bother phoning to get a quote as they just charge whatever they want at the end of the journey
Called D&G taxis at 14:50 on Saturday to get a price for going from High Pavement in Nottingham to Blidworth for that night at 11. Gentleman I spoke with was very pleasant and told me it would be £26.90. I said that was fine and proceeded to book the taxi. 10:58 Saturday night taxi arrives. When I get home I said thankyou to the taxi driver and confirmed the price was £26.90 to which he says ‘no ma’am it is £34.70. I explained to him that I had phoned earlier in the day and was given a price, to which he said ‘no, this is the price, I can’t do anything about it. Maybe there is extra charge for being a Saturday night’ I told him I had specifically asked the person on the phone for a price for that night. I paid the charge but very unhappy. They are clearly roping people on with a price, but once you’ve been on the journey you can’t really do much about it and have no choice but to pay. Will not be using them ever again!
1 april 2023
Review zonder uitnodiging
Antwoord van DG Cars
Dear Jessica,
Thank you for bringing this to our attention. We sincerely apologies for the inconvenience this may have caused you. While checking the details we can see that operator quoted the regular day fare which was approximately £26.90 however, the price was on meter and system calculated the fare according to distance and weekend fare. We are sorry for the distress this may have caused you and as a goodwill gesture issued the promo worth £6.90 which may be applicable to your next trip. All you have to is: -
Download the DG Cars mobile App
Register your payment card
Make your booking
Select ‘promos and rewards’ at the bottom of the screen
Type in your code
Pay for your journey and enjoy your discounted journey
Promo code details: - (emailed you you)
Kind regards,
DG Support
Unreliable and dangerous for elderly people
Arranged a regular pickup for my 93 year old mother-in-law and the taxi was over 45 minutes late. She is severely sight-impaired and nearly deaf, but needs picking up from a day care facility. The taxi is normally waiting for her in the car park and she manages to meet it there. Today, she was left waiting to the point where she was extremely distressed. When I rang the taxi company their excuse was that they were too busy and there was no apology or refund offered. We will not use this company ever again, but I would advise anyone to avoid them completely as they have no regard for regular customers and are very unlikely to care about anyone else. Taxis have to be reliable and safe. This company offers neither.
13 maart 2023
Review zonder uitnodiging
Antwoord van DG Cars
Dear Chris,
Thank you for bringing this to our attention. 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.
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 rush hour time due to which driver took some time to reach at the destination. In the meanwhile system tried to call on the number to inform about delays but unfortunately it was unanswered.
We do understand the distress this may have caused you so therefore, we have made an open and honest effort of finding out how we can improve ourselves, to give you better service in the future. We have added this number in our valued list with a note on booking to send the car on priority. Furthermore, as per the company’s protocols DG cars cannot be liable for any costs relating to any delay in the car's arrival, so unfortunately we would be unable to offer any compensation for your journey on this occasion.
Your valuable feedback assists our company to learn, grow and improve for the future. I will now close this ticket for you, however, please feel free to get back in contact with any more concerns or queries. This will reopen the ticket for you.
Kind regards,
DG support
Terrible service
Terrible service. Booked a taxi for 5.00 am this morning, which didn't arrive.
I called and was told by the messaging service, and their call centre, that they were looking for a cab.
I had no confidence that it would show up so I cancelled the trip.
Two questions:
1. Why don't you warn customers that their taxi isn't going to show up?
2. Why take bookings, that people rely on when you can't deliver the service?
If you're travelling on a deadline, don't use DG Cars.
10 maart 2023
Review zonder uitnodiging
Antwoord van DG Cars
Dear Phillip,
Thank you for bringing this to our attention. 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.
Upon checking the details we can see that this was booked through IVR so system just booked it for you, if you have called us on our 24/7 helpline number 01155900 500 you should have been informed about delays furthermore, it was early morning hours and at that time drivers are less available on roads. At 05:00 while system was trying to allocate the job to the driver it got cancelled within 2 minutes. We do understand that customers expect the cab at scheduled time and we always try to provide the service on time but unfortunately transport industry has various factors beyond our control, which limit our ability to ensure this 100% of the time.
We appreciate your feedback, as this assists our company to learn, grow and improve thanks to your important feedback. I will now close this ticket for you, however, please feel free to get back in contact with any more concerns or queries. This will reopen the ticket for you.
Kind regards,
DG support
I was overcharged and not refunded.
At 10.55 on 31 Jan 2023 I booked a taxi for 12.45 the same day to the QMC. He was 12 minutes late and when we arrived he pressed his phone which suddenlt showed £22. This had not been working during the journey. I asked if he intended to charge me that as it normally costs about £15. He said £20 then. I payed as I didn't want to be late. I later phoned the company and related this. They took my email address and said they would check with the driver and see about a refund. I am still waiting to hear from them! Needless to say I will not be using DG CARS again.
UPDATE (2023-03-7). I have received the result of their investigation and I am advised to... ‘contact us during the journey regarding any issue so that we can assist accordingly’(!) and... ‘As it was a cash booking and paid to the driver so we sincerely apologies that on this occasion we would not be able to process the refund’. My decision not to use DG Cars remains
31 januari 2023
Review zonder uitnodiging
Antwoord van DG Cars
Dear Ronald,
Thank you for your patience while we investigated. Our service to you is important to us and we are proud to say that our drivers arrive on time for 95% of our bookings so we apologize sincerely that you have not experienced our usual high level of service on this occasion. 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.
Furthermore, we do understand that you are not happy with the price and are sorry about the experience that you had but we always recommend our customers to contact us during the journey regarding any issue so that we can assist accordingly. As it was a cash booking and paid to the driver so we sincerely apologies that on this occasion we would not be able to process the refund. We appreciate your feedback, as this assists our company to learn, grow and improve. I will now close this ticket for you, however, please feel free to get back in contact with any more concerns or queries. This will reopen the ticket for you.
Kind regards,
DG support
Why is the app such rubbish!
Received an email on Friday with discount code. App would not work, telephone booker could not accept code. Whilst trying to use the app on Friday the price went from £4.80 to £10.60. Same on Saturday app would not work all useless and with duplitous pricing. Car and drivers ok when the arrive.
24 februari 2023
Antwoord van DG Cars
Dear Dan,
Thank you for your feedback. In order for us to assist you, we need some further information.
Please email support@dgcars.co.uk with your booking ID/reference and details of any issue & one of the team will be in touch as soon as we have fully investigated your comments.
You can also call 01159 500500, and we'll be happy to help in any way we can. ^TM
Antwoord van DG Cars
Thanks for the great feedback, and we hope to see you again soon.
Told I could pay on card then to arrive at destination and be told we don’t accept card
Had a taxi booked through app when getting In taxi told yeah we accept card payment, get to destination whilst meter showing £11.80 only to then be told we don’t do card payment and to have to go cash point then to be charged £14.80 and that if I did not pay then it would be a felony and that police would be involved this is ridiculous an a extra £3 for going an extra 500 yards because the driver would not accept card payment as originally asked before getting in taxi.
Update since this post I have received multiple emails saying to provide more details to the company or my review gets deleted, I provided all details I had and still getting provide more details emails it is almost like the company want to bury any reviews with less than 4 stars
20 februari 2023
Review zonder uitnodiging
Antwoord van DG Cars
Dear Anthony,
Thank you for reaching us with your complaint. Our service to you is important to us and we are proud to say that most of our customers are left satisfied with their journey so we apologise sincerely, that you have left feeling unhappy with the service on this occasion.
We are able to take card payments via the online link, sent by our office staff or via the mobile app. This booking was placed via the mobile app but the option to pay via cash had been selected. We have spoken to the driver who says that he does not have a card reader in his car so needed to take the customer to the cash machine in order to make payment. The extra £3 is for the journey between the cash point and back.
We strive on customer satisfaction and making sure customer feel safe and securing during each journey, is one of our top priorities. We would recommend paying via the mobile app or calling our team to send a payment link to assist with payment.
We take each complaint as an opportunity to improve and to ensure that our customers are happy with the service. Rest assured, we will continually work to give you a better service in the future and to improve our quality overall.
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
I am very happy and satisfied with the…
I am very happy and satisfied with the services of dg cars since I've been living in Sherwood and will continue using them for hospital appointments and shopping in arnold
17 februari 2023
Review zonder uitnodiging
Antwoord van DG Cars
Thanks for the great feedback, and we hope to see you again soon.
The drivers are always friendly and…
The drivers are always friendly and polite, and will help you if you have mobility difficulties. Lovely.
13 februari 2023
Review zonder uitnodiging
Antwoord van DG Cars
Thanks for the great feedback, and we hope to see you again soon.
Great service for airport pick up.
I was met at Heathrow very early at 6.30am. I had such a long flight from New Zealand and it was great to be met. The journey back home was great in a luxury car, very comfortable and well driven. A very good experience.
11 februari 2023
Review zonder uitnodiging
Antwoord van DG Cars
Thanks for the great feedback, and we hope to see you again soon.
DG cars are absolutely AWFUL
DG cars are sh@te. Demanding payment upfront. Demanding cash - charging extra to pay by cash. Not moving until payment had been made. You are a joke of a firm. If they told you in advance that card payment can’t be made in the cab that would be different but they then expect you to pay cash or go through a drawn out faff online. Absolute joke of a firm
10 februari 2023
Review zonder uitnodiging
Antwoord van DG Cars
Dear Helen,
Thank you for your patience while we have investigated this for you. After investigating the issue we have found that driver acted within his rights in asking for cash before beginning the journey. Drivers are allowed to ask for cash upfront usually on bookings going out of town or even if the pickup is from out of city center as a means to protect themselves from non-paying customers.
Unlike other transport services, such as buses, coaches and planes most taxi drivers choose to exercise a trust which is sometimes broken, with drivers completing jobs and customers not paying at the end. Although we are confident that you had all intention to pay for your taxi, the level of non-paying customers that we receive is prompting more and more drivers to ask for cash upfront.
We are sorry if you were offended. Our intention is to create an environment where both customer and drivers are safe and protected throughout each journey. Furthermore, most of the drivers do not carry card readers with them so we send automated payment links on number associated with whatsApp. In future if you won’t receive payment link you can contact us so that we can assist you. We appreciate your understanding on this matter. In case you need further assistance kind get back we are here to help.
Kind regards,
DG
Absolutely shocking..quoted one price…
Absolutely shocking..quoted one price charged another...was told a 3.8 mile journey would cost £11.. paid £16
Rang office to clarify and was told that a surcharge when it's busy bumped the price up!! Was never told about a surcharge for busy periods.
Driver told us we should have pre paid
for journey..shocking service avoid at all costs.
..
25 januari 2023
Review zonder uitnodiging
Antwoord van DG Cars
Dear Ian
Thank you for your patience while we looked into this issue for you. Our service to you, is important to us and we are proud to say that most of our customer are left satisfied with their journey so we apologise sincerely that you have not experienced our usual high level of service on this occasion,
On investigating this matter we found that the cause of the price increase is due to the driver not sticking to the route that was suggested by our navigation system. The navigation suggested that the driver take Huntington street but the driver took a route towards Lower parliament street. On speaking to the driver he states that Huntington street was gridlock with traffic so he suggested to the customer that he take the other route. He said that the passenger agreed to this and said he advised he will only charge what come up on the meter.
I can assure you that we take this kind of complaint seriously.
Action that we will take in relation to your complaint:
· The complaint will be recorded against the driver. It will go against him if any other similar complaints arise.
· We will make sure that this driver is not paired with any of your future bookings.
We value you as a customer and understand that this issue has caused a level of inconvenience. We will send you will also send you an offer code that will entitle you to £5 off your next booking made on the mobile app to compensate for the amount.
We strive on customer satisfaction and making sure customers feel safe and securing during each journey, is one of our top priorities.
We take each complaint as an opportunity to learn lesson and improve to ensure that our customers are happy with the service. Rest assured, we will continually work to give you a better service in the future and to improve our quality overall.
Your code will follow
Kind regards
Anton
disgusting taxi ferm
rang a taxi for my pregnant missis and 7 year old daughter at 1.05pm she was still waiting for the cab at 2.20pm (outside tesco in the cold) 🤬everytime we rang up they said 2mins away the cab ferm is a joke an need closing down
15 januari 2023
Review zonder uitnodiging
Antwoord van DG Cars
Good Morning Liam,
Further to out email (16/1/23)
Thank you for reaching us with your issue regarding one of our drivers on your recent booking with us. We are incredibly sorry to learn that you were not happy with the driver and firm. I would also like to apologise for your partner to be left outside in the cold.
Our Core Value as a company are to keep our customers for life, therefore we are happy to resolve this for you and will do everything we can until you are satisfied with the result.
If you could share details of the incident, (such as booking ID, pick up/drop off address, mobile number used to make the booking) we would be happy to investigate this further for you.
I do hope that this experience will not defer you from using our service again in the future.
Please feel free to let us know if you have any questions, queries, or suggestions I can pass forward
Best regards.
DG Group
Excellent driver very pleasant to chat…
Excellent driver very pleasant to chat to, smooth journey, great value for money.
12 januari 2023
Review zonder uitnodiging
Antwoord van DG Cars
Thanks for the great feedback, and we hope to see you again soon.
Great customer service
I needed a taxi to take ill pet to vets the driver turned up on time and was very helpful and friendly and when I needed a return journey home I was only waiting a couple of minutes thankyou so much for a great service will definitely use DG cars again 😊
5 januari 2023
Review zonder uitnodiging
Antwoord van DG Cars
Thanks for the great feedback, and we hope to see you again soon.
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 september 2022
Review zonder uitnodiging
Antwoord van 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 december 2022
Review zonder uitnodiging
Antwoord van 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 december 2022
Review zonder uitnodiging
Antwoord van 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 december 2022
Review zonder uitnodiging
Antwoord van 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
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