Grab
Reviews and Complaints

Hi Cust support,

I would like to feedback about the rudeness of a driver-  SJF 9642M Mr Ng Eng Wee.

I've indicated in my notes that I have a baby and I have a carrier with me. He picked up my request but claimed that I abused the system. I waited for him for 5mins and he did not reply and cancel my trip last minute. I was actually alone carrying a baby with bags of groceries  strandled at the void deck because of an inconsiderate driver!

I am actually quite disappointed with the level of cust service from the grab driver. I thought that grab should have a review of the drivers around especially when the no of grabs are expanding on the roads. I would appreciate if you could look into this, please. Thank you.

Sir, my name is soumya Chowdhury, recently I took grab car services in Indonesia for dropping to CGK airport, and I was extorted by the driver for more money, when I send message to Grab, they say they will educate the driver and thats all, they not show any concern returning the money or care about your security issues that you faced.
The incident happend on 10th April.
Booking id ADR-[protected]-3-008
I requested a refund but the customer service in Indonesia is so dumb and consistently saying that they will educate driver thats all.
Dear Sir,
Please return the extra sum that was paid to Grab driver.
You are shamelessly protecting Grab services, you donot care the security issues that we face when driver extort money from foreigners like us.
Uber always returned the money, but Grab is shamelessly defending driver.

This is not professional.

Thanks,
Soumya Chowdry

On Wed, Apr 11, 2018 at 1:12 AM, Peggi Yuniar (Grab Support) wrote:
Grab
Your request ([protected]) has been updated.

Peggi Yuni
Peggi Yuniar (Grab)
Apr 11, 03:42 +08

Greetings from Grab Indonesia

Dear Mr Soumya Chowdhury,

Hope you are doing well today. We apologize for any inconvenience in using the Grab service.

Following up on your complaint, we herewith inform that we will provide education (information related to the code of conduct) to the driver's partners and follow up in accordance with the code of ethics of Grab Indonesia service.

Should you need further assistance, we strongly recommend you to try our latest feature which is Grab Help Centre, it will be more efficient and provide a faster responses to any inquiries or complaints from you by our professional Customer Experience team.

Thank you for using Grab service and have a great day!

Warm regards,

Peggi Yuniar
Customer Experience Associate
Grab Indonesia

Soumya Cho
Soumya Chowdhury
Apr 10, 21:14 +08

Dear Sir,
Thank you very much for your email.
Its not my problem how you will educate your driver, its your issues with driver, sorry for being so straight and blunt.

Please think, how you can pay me back this extra money paid to driver, otherwise in future every time I use your services I will face this.

I can tell you I was a regular user of Uber, every time I faced this they have refunded back the money.

I would like to know, how you will pay me back, otherwise grab is just like a other taxi service who ripped off foreigners.

In the bottom I will also accuse you that you are protecting your drivers not riders.

Thanks,
Soumya Chowdry

Handita Wi
Handita Wiranata (Grab)
Apr 10, 15:05 +08

Greetings from Grab Indonesia

Dear Mr Soumya Chowdhury,

Hope you are doing well today.

First and foremost, we would like to sincerely apologize on behalf of the team here at GRAB for the unsatisfactory and regrettable experience you had to face.

We would like to inform you that this case will be proceed. We would like to more educate the driver and we will give punishment to the driver based on Grab ethics regulation.

Should you need further assistance, we strongly recommend you to try our latest feature which is Grab Help Centre, it will be more efficient and provide a faster responses to any inquiries or complaints from you by our professional Customer Experience team.

Thank you for using Grab service and have a great day!

Warm regards,
Handita Wiranata
Customer Experience Associate
Grab Indonesia

Soumya Cho
Soumya Chowdhury
Apr 10, 13:38 +08

Dear Sir,
The driver demanded 20K Indonesian rupees (I paid 112K total), is this ok.
Grab never said anything about tolls in the offer.
Please advise.
The original offer was 92K.
Please advise.
Please make English language app also for Indonesia.
Thanks,
Soumya Chowdry

Soumya Cho
Soumya Chowdhury
Apr 10, 13:21 +08

Deskripsi: The driver charged me 18000indonesian rupees for toll.

Dropped my phone in the grab car indonesia outside the airport, messaged lost&found in app, gave car chase with findmyiphone location tracking, lost mode alarm and constantly calling, the driver refuse to pick up and drove further and further away. gave up and returned to the airport. next day grab indonesia customer service replied, they asked the driver the next day and the driver said no, directed me to call the driver myself if i want to and closed the case. i tracked the phone for 3hours and questioned the integerity of the driver yet this is the answer i got from Grab? during the chase i was wondering why the driver wanted to keep the phone becauase a locked iphone is useless and Grab have both of our details which means either party usually cant run away from responsibility. but after 2 days and the lack of help from Grab i realised it was so easy to take over whatever belonging a passenger has dropped. all the driver has to do is to reply he did not see the item. the company take zero responsibility to counter check.

I am a first-timer in using Grab, so everything I do with Grab is new to me. So here's the problem, I texted the driver the I would like to cancel the booking because I got locked out of the house and I don't have my keys, I didn't how to cancel. Seeing that my destination was to church, the drive then bad-mouthed my religion. It really seem offensive, rude, and insensitive. I don't know if you can do something about this, but please. I just want to address this. He can just bad-mouth me, but he didn't have to involve religion.

I would like to complaints about 2 problems. First, I already pay by debit card rm6 when driver pick up me right?! But after arrived driver still charge me rm6 pay by cash, so I pay rm12 to the driver, I hope that grab driver can return me rm6

I always key in correct location to driver, and also got note to driver house number, but driver lazy to see that note? Or don't understand english?

This morning 04/04/2018, 7.02am.
From CTE exiting to Ang no Kio Ave 1 exit. This car is driving slowly so when reached Ave 1 exit main road I signal and change land to 3rd then 2nd lane. This car which is moving slowly, saw I signal and changing lane, suddenly speed up and without any signal just swerve from 4th lane to 2nd lane and block me casukbg me to step on the brake hard just. to avoid collision. At that point of time I can see there are passager in his back seat! It's this the kind of driver your company want to represent with or this driver is trying to purposely trying to caused an accident? Or he think he owns the road?
Please educate this driver to drive with safety in mind first! Not as and what way he like! This is not a play ground

Wanted to check with grab on grab coop with ministry of health for discounts to and fro Govt hospitals begining 1 April 2018. Friend took Grab to Selayang hospital but grab driver did not give discount as per Grab promo.

Suggest grab monitor such promo and inform customers whether promo is authentic or fake. It will help increase customer satisfaction with Grab.

Hope you respond promptly since promo has gone viral.

Thank you.

Wanna report these person..
Ytd 28Mar
I've booked a car for 11.40am fr tanglin mall taxi stand to Yishun
11.25am I've receive a msg Grab found me a driver
When I walk to the taxi stand @ 11.30am no car was there..
I tried to search for the contact to ask whether izzit confirm..
Contact no found.. realize it's under history.. and money was deducted..
Book again..
Was there til 11.49am another Grab driver comes..

I book the grab from blk 122 bedok reservoir rd to bedok polyclinic.
the driver call and say he reach blk 123 and I guild him to come over 122 as I'm carrying a baby. but the grab driver insisted to ask me to walk out to 123 which has a distance.. and the grab do not want to drive in to blk 122.
and he is so rude and say I don't want to pick up you. and he hang the phone and he cancel my ride. I m so angry about it. and I hope you guys will take action on it and give me an update of it ASAP.
pls call me back at this number [protected].

grab driver name GOH YONG POO
car plate : SLK 3959P
regards,
roy

Every Sunday I will booking a grab before 9am or before 10am during non peak hour. I have to wait at least 15mins until the status change to peak hour then I gotten a grab.

Grab drivers had been taking advantage of this grab rate and affecting our booking. I would like the company to look into this matter seriously.

It is really affected my daily routine time to reach my class.

I was going home from a visit and I booked at grabcar from J. P. Rizal to Pateros and it cost only 107 pesos. I have a reward that less it by 100 which leaves only 7 pesos. I used my card instead since I don't have any coins with me but and upon reaching my destination, I found out that the entire amount was lessen to my card instead of just 7php! I was surprised after checking if my reward was there and yet it was but the statement of account in my passbook did say that my card was deducted by 107 pesos instead of just 7! What's the use of discounts if you can't save anything from it!

I booked excelsior cpalanca makati but the direction that was with grab driver was different. Was surprised coz we were heading for the wrong direction and ask driver only to find out from him that the drop off point is in eastwood totally different. Caused me trouble coz I missed a very impt appt with client... Pls chk your system... Pls reimburse the amt charged php 156 mar21 time 13:10. I never entered excelsior eastwood coz I stay in excelsior cpalanca legaspi village mkati and definitely I will not be mistaken since I always use grab. What seemed to be the cause of this unwanted error. Driver is very courteous considerate enough to bring me to my destination despite the mistake. Thanks to his being professional.. Kindly act on this request asap. Thank u

I booked a grab car to pick up to pick up two people from a certain address in Quezon City in The Philippines. It just so happend that the pinning wasn't accurate in the satellite so pinned it to the nearest place of the pick up, when the driver arrived, he was complaining and [censor]ing from the start, I on the other hand tried to helped this driver through my directions on where the pick up is like it's on a gate near a store, but the driver didn't really care to listen he just [censor]ed moaned and complained about there where many similar gates and threatened to cancel the trip, so I said wait I'll just call them then as I hang up the phone I cancelled it my self. Drivers like this are simply rude and impolite, they rather reply that listen. If they are not willing to wait for the passenger for a few seconds or simply don't know how to listen to be guided with directions or simply to be respectful of their clients, I don't see any reason why these drivers should continue doing grab or uber for that matter.

I am complaining to your grab drivers who accept grab car booking even though they are still in doing other personal things such as esting meal (I put one comment to one of your driver about this and I think you guys can see it in your system).

and today just 2 days after that incident, one grab driver again accepted our booking while he still in his house fixing himself for work.

Grab, this is unacceptable, you have to do something to discipline your drivers and if you really are commited to give your client the best experience riding with grab.

today's grab unit is UF 5079
me and my wife him for cavite to bicutan-paranaque ride.

Date of Incident : 11 March 2018, Time : 21:14,
Place : Yishun Ave 3.

I happen to enter wrong block number (766), however I called the driver & told him its 763, 3 block away.
I offer to walk over to 766, Driver say he stay 761, so he knows the way.
Upon getting up the Grab car, driver wanted to charge extra 3 for delay.
But I told him I called & have informed him of the correct block number & he offer to swing over.
I told him in that case I am not taking.. He make a Rude gesture & say
"WASTING TIME"
Such Grab drivers should be taken off the Grab list of drivers as its bring and image to the company.
There are many others Good image drivers waiting in the Q to be your drivers.
Please take immediate action.

Taxi Driver : Kenneth Lee Kwang Loong, Grab : SLU809G

Reply to : [protected]@gmail.com

The driver was so rude and impatient. I asked her in a nice way if she could wait for awhile but she began to yell and complain that I was so slow, she got very angry and told me in a very rude way that I should be ready when she got there to pick me up. And I told her that I asked permission if she could wait for awhile and that I have not yet exceeded the allowed time for waiting but she continued to yell and say rude things at me. And we I accidentally closed her door loudly she began to yell again to the extent that people outside can see and hear how rude she was. I said sorry to her but she continued to yell at me and told me to cancel the booking. I hope that you can create an action plan about this matter because this is not the proper way how to treat your customers.

When we entered the car there were no lights, it was dark, the driver did not even bother to open the light inside the car (the one attached to the roof) so we were not able to check if there were items left by previous passengers. I forgot my bag inside but there was no contact info on the driver so we were not able to call him about the incident. The next rider/passenger might have found my bag but decided not to tell the driver about it. It has a lot of valuable items inside including a laptop, cellphone, tablet, and many important receipts. Until now there is no update regarding my lost bag.

04 March 2018 12:43 AM PST

I have book a grab taxi in advance but didn't turn up. And he did send message to me that he actually on his way and we have waited foer 20 min till we get another grabcar. This is so in responsibility as we are almost late to the temple to correct my late Mother in law aches. The taxi plate number is SH9771G. Please check and reply me to my email at [protected]@singnet.com

Goodevening!
It was my first time using grab. Yet, the driver that I was found was not in courtesy with his passenger.
At first he tried to make us add an additional payment, eventhough he said that I shouldn't. The price on the grab from our place to our drop off place is only 325 yet he is asking for 500. But, I said I can't, so he just said "okay that is only my side". And I let it pass, I just pay 400.
But, the sad part in this experience was he didn't even consider his passenger and continually asking for personal information and he also tried to offer some business to my companion. Even my companion already reject because he's not even interested. And he keeps on asking for additional payment though. It's just irritating, that the fact that he want to ask for additional payment yet he don't want to accept it. Because he wants to make it clear that it was our willingness to give, the fact that they aren't allowed to do so.
And the worst thing was, he tried also to disturb my companion who is resting inside the grab car. What an unmanner act was that?
This was my first experience in grab car after I heard many advantages of it, yet this driver of yours showed us that we shouldn't. Can I have an action for this thing?

Waiting 4 a taxi. Several passed but wud not stop. So I decided to pull out the app and clicked through. It worked well but at the same time a cab pulled up. Immediately I told the grab guy no need bcuz a taxi arrved. Cancelled immediately. No other engagement from me. He protested+very rudely cursed me, photo attachd. Wd not want driver like that!