Grab
Reviews and Complaints

Dear Sir/Madam,

I am very disappointed with Grab's services and how Grab e-receipt. When I took Grab taxi in Indonesia and Thailand I did not receive any email on the e-receipt. For Indonesia I wrote in, the customer service told me to get the e-receipt on the server. Ok fine I got it.

For my recent Thailand trip, I wrote in, no respond. I made 3 calls and told the customer service that the receipt displayed in correct fare on the server as it only captured the booking fare no meter fare. The customer service told me that it was because the driver forgot to key in the meter fare. Well this is f**king stupid. As when I paid the fare I saw the amount displayed on the driver's grab app, why on hell still need the driver manually key in?

At first I called Singapore Grab customer service when they realised I took the grab in Thailand, I got a frustrated that I should call Thailand help desk as they cannot help. This f**king in convenience for me. Ok I called Thailand, they told me they will send me a correct receipt immediately. After waited a day I still did not receive it. Then I called again, the customer service told me she will send in 10 minutes time. I waited half a day, no email. I called again and requested them the correct the amount in my rides history so that I could download from https://hub.grab.com/rides but none of the customer service understand me, including the supervisor. I would like to tell you who read this email that calling Bangkok 3 times is f*king expensive and I not even able to resolve my issue.

I don't care how grab works in different country but if Grab wants to be a global company, please improve your operating process. I am in compliance role and always recommended branches in countries like Indonesia, Thailand and Vietnam staff always use Grab and Uber as local taxi did not provide receipts. Now I have to make announcement to avoid grab as it did not send e-receipt company email address and it cost a lot to try to get the receipt by calling the service centre. It make f**king no sense.

Grabcar

Incident date: April 10, 2017

Time: 12:48pm

Name of Driver: Fernando Lopez Mallari

Plate: NJ 0273

Pick up: Shangrila Plaza Mall

Drop Off: Solaris One Army Navy

Booking code
Adr-[protected]-2-027

Pick up location:
5, Domestic Road. Pasay, Metro Manila.

—
1. When he reassured himself if that was my phone number on Grab. And save it on his personal phone.

2. At first I thought it was just a casual talk when he started asking me personal info's. I even spouted where my place at- I was scared to death when he told me he wished he drive me home instead so that he knows where is my home.

3. When he started to asked me to go out with him for drinks!

4. When he had second thoughts on unlocking the door. I badly wanted to go out at the car.

5. When he keeps on bugging me on text messages and even calls.

This is my worst experience with Grabcar. I'm hoping your immediate response and action. Please help me. This is my 3rd time reporting this matter. I don't want him stalking me way home or harassing me messages. HELP.

-Riley Pipers

Firstly i would like to comment on the grab customer support . I had called in [protected] numerous times for around 30 minutes from 0940hrs to 1010hrs and no one answer my call . All of this waiting time do accumulate up and charged into my handphone bill . And i believe your hotline is 24/7, how come no one is picking up the call?

Secondly this was not the first time such incident happened. I had booked the grab with a promo code and during the journey i still see the promo code. However when arrived at my destination and when charging into my account there isnt any promo or any deduction in my account. I had called in aleast 4 to 5 times for this issue and there was NO ACTION taken for it . Today i encounted the same issue again and hope grab can give me an explaination and investigate this incident once and for all .

I book a justgrab on Friday 7 April. I was at James cook university and suddenly the wifi stopped so I couldn't see if one driver accepted me or not (i just saw one looking if he will accept or not). so i decided to take the MRT at aljunied. When I arrived at home I saw that my credit card has been debited of 8 dollars whereas I didn't take the grab. I am very hungry because the driver make as he dropped me at home whereas it is false! I didn't take any car. So I really want me to be paid back because it is really unfair I have the proof (picture on grab and also on my DBS account). Thank you.
Laura Buenavida

I called since last week to feedback on the grabpay issue when I was rushing to grab a car to work. The customer service officer told me there is nothing he can do but route my case to technical dept. I demanded my case to be route to customer service recovery. He understood but still no one call me back and nothing was done. The customer service office was so unhelpful. He promised to resolve the problem and get back to me, but no one did. When I called in today, after waiting for 7 min. It straightaway transfer me to the service rating and disconnected. The second attempt I called waited for about 8 min, the customer service officer was rude and he claimed can't hear me, putting me on hold, which I think he accidentally didn't put press the hold button, I can hear a group of guys laughing loudly and talking. Totally unprofessional and unacceptable . This is what the customer service officer is doing in the night shift?! Be sure I will will share this information to all the social media if I still don't hear any one taking my case seriously and call me back to update this matter. Apparently after supporting grab for so Long, it clearly shows that they are throwing generous promo codes but at the same time playing system trick to cheat us. Hiring a group of intellectual youngster to handle service recovery makes me doubt if the management do have any standard requirement when hiring CCO or they are just paying cheap part time labour for show?

Date and time of incident : 9/4/17, 11.11am
My contact number and name: [protected], Sarina
Grabtaxi driver: Tan Kim Sun
Grabtaxi vehicle no: SHB5989J

Dear Sir/Mdm,

I am writing to express my dissatisfaction with this particular driver (details as above) of his unethical behavior.

I have made a booking with this mentioned postal code as the pick up location. Upon knowing this is not the exact location (actual location is the nearby Chinese temple), I immediately informed the driver about my exact location to facilitate the pick up at the temple to avoid the confusion. The driver acknowledged my location and my family proceed to wait for the driver.

As the driver approached, instead of picking us up at the location which is the temple mentioned over the phone, the driver informed us to cross over the opposite bus stop as he has stopped just opposite the temple. (Do take note that I have 2 elderly with me, that is why I quickly clarify with the driver on the exact location earlier on). Despite crossing the proper traffic light which is quite a distance away, in order not to let the driver wait, we risked our life by crossing over the road with many cars instead of proper traffic light.

As to ease the driver's trouble for having to make an U-turn, I obliged to the driver's request and decided to cross the road at the expenses of my parent's safety. To my horror, the driver cancelled the booking while I was crossing the road and he drive off without a second thought! I was stranded in the middle of the road jeopardizing my parent's safety to accommodate the driver's request.

I am utterly disappointed in this particular driver, having to compromise my parent's safety, follow suit the driver's request, and having the booking cancelled when I was crossing the road to get to the grab taxi.

I hope Grab or/and the relevant taxi provider to review on my case, and I really hope this driver do not endanger other rider's lives going forward. If not, it will be a regrettable consequences behind this notion.

Thank you.

Regards,
Sarina yeo

Greetings,

I booked grab earlier at 1145hrs and the application shown that it will arrive at 7 mins and It is expected the ETA was 1152hrs, thus I exit the application and went to toilet. The driver call me at 1151hrs and said that he have reached. I got in the car at 1153hrs, he told me that there will be a $3 charge for 3 mins late. He claimed that he texted me in the application at 1148hrs which I don't even know as I exited the application. Why can't he called me at 1148hrs and he called me on 1151hrs instead? Did he did it on purpose to earn more? Is it fair for me to pay the $3?

I demand for answer on this issue.

Name of driver: Mar Weng Tong
Vehicle number no.: SLC 1779 Y

Your loyalty customer,
Yuan

On 7 April 2017, I grabbed a taxi from my home to office during the peak hour. My driver was driving a comfort taxi, (SHB4141U) and my driver's name was Ramlee Bin Sukiran.

He arrived slightly earlier than the time I went down to the taxi and when I got on, he made his way to my office. As I was already late for work, I asked him to stop me by the side of the road instead of alighting me at the driveway. But he told me to wait. so I waited. I couldn't remember his next few words but subsequently I said that I was late for work. He then made an unnecessary comment that if I was late for work, I should have come down earlier and we could have reached earlier. I was already frustrated. he then carried on saying that if he could wait for me at my place, why couldn't I wait for him to turn in. furthermore, whilst saying all these, he laughed!

Look, I know these drivers are doing their best to make the best of each journey but this is downright rude to commuters who are paying for these drivers services. I was horrified and in disbelieve. I couldn't believe that was actually what he said.

I am not writing this complaint to get him fired. But this issue of rude behaviour must be addressed because who knows who might get it next.

I waited at the pickup, and he kept arguing that I did not specify the pickup correctly when I keyed it in the application as EHUB and not Downtown East. He made a big fuss. After I settled, he said if I not happy that I should get off. And after that he despised me and said hes older and that he had more experience, taking advantage of the fact that I was just a young teenager using this service. However, I feel that I am a customer paying for the ride, and should not tolerate this rudeness from the driver. It is really impolite to start screaming and arguing once I boarded the car.

Urgent: action required —

My car was hit by plate number abs 9202. Driver was roger zamora francisco. This happened at edsa tunnel, southbound at 3:19pm. My car's bumper was badly damaged. Traffic was bad and vehicles were barely moving. Your drivers need to be more careful! Reckless behavior like this is unacceptable. He does not want police to be involved. Please let me know what actions will you be taking against this driver. I have pictures as proof.

Two of your drivers is asking for additional php 200 from NAIA TERMINAL 1 to BACOOR CAVITE and they said that the Grab knows about this additional fee they are asking. Because no more passenger to pick up on the way back to Manila . I'm so upset about this incident please do something about this...Jun Arvie Santos Ding cong plate number NO5595 and Gerard Vic Ben Olaes plate number VR 3389

Date/Time of Incident:March 28, 2017/3:00 pm
Client email ads: [protected]@centurypacific.comph

Mr. Anthony Traballo Agaton, driver of Toyota Innova w/ plate No. YY5670 was rude and lacks good manners in handling clients like us. The incident went like this, I called to confirm his whereabouts and to know the lead time in picking us but he answered "I don`t know" while the grab GPS showed that he is 3 minutes away but when I noticed that he arrived already near our destination I called him again to confirm and he is upset that he was about 50 meters away from where we were. After we boarded, he complains that we did not provide the exact location and maybe the destination is not as accurate as our location. When we were near our destination about 200 meters away, he complained of the traffic caused by the road excavation that he advised us to walk instead for him not to be delayed.

Well, I am really disappointed with the incident and this kind of driver`s attitude. This is the first time I have encountered such a bad-mannered employee of yours. Century Pacific have an official Taxi which is Basic Taxi and their drivers are respectful and considerate. I`m starting to use Grab but with this incident, I would limit in using Grab now since it was a bad experience. You should give comfort and fast service to customers but what`s the difference now with ordinary Taxis. Suggest that you should provide orientation and training esp. to Grab car drivers who maybe owns the unit that made them puffs up but remember that we are customers and you are a service company that should act world class being a GRAB.

I just book my grab taxi via the app. Was already downstairs waiting for the driver but he went to the wrong side of the block. Called me and ask me where i am when i told him that he has went to the wrong side of my block. Rudely hung up the phone on me. Even when talking on the phone speak so rudely to me. This type of driver don't deserve to work for grabcar company because they bring shame and bring down the good image and reputation of Grabcar company SG.

March 25, 2017 around 10pm. We were from trinoma contis mindanao area when we booked a grabcar to kfc matalino. I texted the driver that we were in contis/ucc area. He replied and asked where is specifically contis is located. I emphasized again our location, however he replied that he is in mcdo area which is few meters away from contis lang and he asked me the same question so i decided to call him, i even greet him good evening and told him nicely where i was standing. When he knew that we were in trinoma contis area, he was mad because didn't place the exact location on the booking. Okay, provided that i was wrong in entering the location (pero same street), is it enough to raise his voice on me and be mad because nka u turn na daw xa? He wasso bastos! The tone of his voice is so unprofessional. He was not mad as he claimed but he raised his voice! I've been on grabcar for sometime since drivers are kind and i really liked the service and this is my first time to cancel the trip and i am so disappointed with the way he acted, disrespectful and unprofessional. And by the way, he charged the amount on my credit card even if i cancelled the trip. Hopeing for your actuon on this.thank u.

At 3 pm earlier today (25 Mar), I have booked GrabHitch and the driver has accepted and a few minutes later, the driver has cancelled. This is unacceptable as I have waited for half an hour to wait for a driver and the driver had conveniently cancelled the booking when we were already waiting. It is intolerable as we were already late and other bookings were high in demand and there were no other ways to get a driver and despite waiting for such a long time when we were late, we were cancelled on. I hope that you can take an action on this.

I took a grab car today on about 8:56am, car no SGZ2587R, Driver Mr Quek Swee Chiew. I am a "PREGNANT" lady who almost everyday goes to work around this hour by grab. Every time the drivers would go by the route i requested but this driver today, insisted on looking at his GPS instead of the fastest route i requested. When i told him politely that im his customer/passenger, he replied in a rude manner saying that im a passenger and if im not happy i may go down and he stopped his car. But because im late and still not well as i am was just discharged from hospital 2 days back still weak i asked him to just move. As soon as i get to my destination, i just told him again that you should learn how to talk to your passenger in a better way.

Tried to use the app multiple times in Bangkok last month. It never worked, I could never actually get a taxi to actually show up, even though multiple taxis were shown in my area each time I tried to use Grab Taxi. Totally useless and a waste of time. Uber is a much better choice. What good is a taxi hailing app if no taxis ever respond? Don't waste your time with this app.

On 3 March 2017 at about 7:00 AM, I booked a ride on Grab, the driver is Edward Cruz De Guzman, the booking code is IOS-[protected]-2-027. My destination is at NAIA terminal 3, my booking fare is Php 414, as I arrived at NAIA, I handed Mr. De Guzman Php 500.00, he told me that he has no change for the said sum because I was his first passenger for the day, because I was pressed for time and I don't want to argue anymore with the driver, I let go of my change.
The reason given by the driver is flimsy at best, please take notice that my money is only Php 500.00, therefore, my change is only Php 86. I find it unbelievable that a driver will not have that meager amount in his possession since he has to take a snack or buy a drink once in a while, it is basically pocket money. I hope that you will take preferential attention on this matter, because the said driver might face appropriate criminal charges for illegal exaction and/or extortion. Thank you.

Arnold Valmadrid Toyota Vios plate # YR 5705 took my booking and had me waiting on our pick up place for almost an hour, calling him no answer and after how many calls finally decided to answer and told me he was already home resting his a*s! booking was @ 11pm something March 18 2017. wtf! this kind of people shouldn't be driving grab service. now what will grab management do about this drivers?

Booking ID: ADR-[protected]-2-023, SGX8309Z driver Mr Ker Giok Chuan asked for cash payment at the end of the journey though the payment mode stated was visa. I booked the grab car for my colleagues and I but there were five of us so I took the next grab car with another colleague who was not familiar with the way. I heard from my colleagues that Mr Ker didn't know how to follow the gps instructions and asked them for the way there though GPS was supposed to guide him there!