Freenow 

Costs are not transparent - the fare I was quoted was £8, and that is what I approved on Apple Pay. When I looked at the transaction on my credit card I had been charged £9.80 (how can that happen?) - although the driver actually told us that the fare on the meter was £6.40, and he was surprised that I had been charged £8 in the first place.

Less than one star. Pre-booked a ride, took payment. Didn’t turn up. No notification. Nothing. Would never use again. Uber to the rescue thank goodness!

Worst customer service - phone & email.

I'd been trying to request for my receipts/ride summaries for about 2 weeks now through email and a lot of the times its me chasing customer service rep (Daniel M), sometimes I won't hear back for 2/3days, miraculously after I send a chaser email they would email back almost immediately.

After over 2 weeks of bank and forth, I'm still not able to receive my receipts/ride summaries/invoice, I called up the call centre number today and they were extremely unhelpful, rude as well as poor line connection. They said they would look into it, and after the call ended I got an email through 2 mins after to tell me they cannot help me.

We use Freenow for our business organisation (circa 300+ employee) when we travel to our Ireland HQ. I will informing our staff to avoid using Freenow as they are not able to provide us with even a ride summary through email - which we need to claim through our organisation.

This is the worse taxi/ ride hailing company out all of all I've used and I will be avoiding Freenow indefinitely.

AVOID! Rude clueless customer service and you'll never be able solve your problem should you have any in the future through them.

Really bad customer service. I was left stranded last week and the driver did not show up. I tried calling twice and messaged, but no response. I was then credited £6 into my Freenow account. I booked a trip on Monday and the trip should have cost £14.15 as that's what was showing when I made the booking. I applied the credit of £6 which should have made the trip £8.15. The full amount of £14.15 was taking from my Bank. Despite numerous messages to customer services nobody has bothered to resolve the issue. I have spent over £100 on journeys in the last month with Freenow. I won't be using them again nor will I recommend them to anyone.

I have been supporting black cabs all my life, they are an important part of British culture.
Unfortunately this app service FREENOW, is trying to ruin it all. They have reservation charges and service charges, and all before the cabbies get their cut! .. they also take a huge commission.
My advice it to hail one down, just like before.
Greed from this company is totally unacceptable in my opinion. Shame on them.

We booked your taxis on 2 occasions to take us from Portmarnock to Malahide. We were quoted 5-7 euros. On each occasion when we got to our destination we were charged 15 - 17 euros. We queried it with no success. This is shady practice. Would not use you again.

The rating should be zero, but that’s not possible. I booked a taxi for an early ride in the morning on a Sunday in Rome last week. At least two drivers accepted and I even had their names and pictures. I checked Saturday night and the booking was confirmed and the driver info was there. On Sunday morning, the app said that they were trying to find a driver. Finally nobody came and couldn’t find anybody else. I lost my train to Milan and tickets for some attractions because of FREENOW. I will never use it again and absolutely don’t recommend it!

Exact same road/ distance 3x today with different price. 1st I was charged 12,- €, 2. time around 14,- € and the 3rd time 16,80 € >>> just exactly 40 % more than the first ride. That’s really rude betrayal, never again!

Thieves. The app clearly indicated that my recent trip would be between €70 and €80. Bsed on this I booked it. Just got invoice today - they charged my €110. Thieves.

Was charged twice the price for a taxi in Athens. The Freenow booking app said the range was 12 - 15 Euro. I was charged 30 Euro. There is no recourse, no way to correct such a huge, dishonest charge. Don't use Freenow. It's a ripoff.

App claimed I hadn’t cancelled when I had so FreeNow charged their cancellation fee. Reported that something had gone wrong but they maintained it wasn’t their fault so wouldn’t remove the charge. Lost customer over an app issue. Ridiculous. App deleted and Bolt now the go-to.

Scam app says 1 price but you get charged 50% more the advertised

Zero points.
They do not return the temporary hold fee, meaning double charging for a trip from Berlin city to BER Airport.
Their so called customer service does not answer reclamations, or if they do, they act as if this could not happen.
Terrible, never use again!

company is a scam. never clearly state the ending payment price, tries to charge for same trip multiple times. When driver would take unreasonable route they would still consider it as accepted and you will pay more. You basically give them rights to request whatever they want from your card and no any means to control, refund or dispute. DO NOT USE. UNCLEAR FEES included every time.

Such an awful pre-book service with drivers cancelling 3-4 minutes prior to pick up. Will never use them again! I am pre-booking (FOR A REASON) cars for the executives so as not to waste a minute of their precious time, but you will have loads of stress and last-minute worries if you ever pre-book with this company! They only showed up once out of 3 times... totally unreliable

Office event organised a week in advance. 3 of 4 cabs cancelled. Consistent with personal experience where 2 out of 2 pre booked cabs were a no show. Why bother pretending this is a service? No proper organisation more likely to get a cab by hailing it on the street.

When I tried to use Freenow the driver called me shortly after I ordered the trip. He told me that he couldn't see my location so he wanted me to try and order again. After that I did not reorder and made my way back without a cab, unable to use the freenow service. The next day I see an invoice for £6 for a cancelled journey. I have since informed Freenow that it was their driver who cancelled. They have responded but they have not refunded the money.

Don't use Freenow if you don't want to be robbed.

Freenow is a really challenging company to work with and support. I was really excited to join them because of the ability to order Black Taxis which have easy wheelchair/disabled access. Securing a booking of these, however, has been a nightmare and I have given up trying. The worst experience that had me leave this review, however, happened with one of their normal Ride drivers. I booked a Ride one evening when it had started raining. As the driver was approaching, I called him to let him know exactly where I was standing so he would not miss me in the rain. I told him that he should not have trouble spotting me as I had a piece of luggage with me. As soon as he heard "luggage" he said, "Sorry, I cannot carry you. I do not accept passengers with luggage." I tried to reason with him, explaining that it was only a small carry-on trolley that I had and for him to just come and check it out. He just cut the call and would not pick up again when I rang back. I could not report this immediately to Freenow as the booking would not show until he had cancelled it. When he eventually did, Freenow charged me a £6 cancellation fee and refused to accept what had happened. Still, they offered a half price voucher. "The reason that this trip cannot be fully refunded is that the driver cancelled after waiting for 6 minutes. In cases where a driver has been waiting for the passenger for longer than 5 minutes, a cancellation fee will be charged to the passenger. Please find more information on the cancellation fees here." To think, the driver was parked somewhere near me, refusing to pick me up and waiting for 6 minutes to clock up so he could cancel, seeing me standing in the rain, is really inhumane.
The discounted voucher offered was to be used within a month even though I told them I had no desire to use their company again and would rather the money was put back in my account. This did not happen. My review is not about the money. I have lost soo much money in the time that I have written this account, which makes the effort very expensive. However, to not let Freenow know that the way they are managing their drivers, and not listening to the concerns of the customers, is not helping them in this cut throat world. I believe that the owners of Freenow would be interested in hearing the experiences of their customers and help improve their business.

Charged a cancellation fee after driver was the one who cancelled

Dear Freenow.uk
This was my first ride and I don’t think I will use this service hereafter.
If there was an option to provide a trophy for being deceitful, I shall give one for Freenow.

Just a few mins before this happened in Brighton, just finished a ride.

When I booked the cab it said £7-10.

When the ride was finished and I noticed the meter reading where it clearly displayed less than £9.
But i’m being charged more than £11.80.
Please do let me know how did this happen and WHY did this happen?
It’s either the driver’s idea of earning or Freenow is making up.
how to request for refund and/raise concern.

Bluntly put, this review is about people stealing my money; on top of requesting my money back, I humbly question the morality of people involved in taking my money without my permission.