Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to use a cap voucher issued by the company at ************* in ******** and got rejected on Friday Dec * 2023. Additionally, the driver took the longest route to send me home to an address closest to ******************, even though he was using a GPS device like every other driver. When I questioned the driver the route, he provided various explanations, such as claiming there was traffic on one route and construction on another. I informed him that I commute daily and know the optimal route. He responded, we can go back to whichever route you prefer, but I pointed out that it would be a waste of time and money. On Saturday Dec * 2023, I called their cooperate line as listed on ****** and was transferred to the supervisors VM, assuming it's the weekend, I left a VM since no supervisor was available. On Monday Dec * 2023, I called again as I hadnt receive a return call, I spoke with a lady who identified herself as the supervisor, *****, she mentioned being busy reviewing all VMs and assured me she would call me back in half an hour, which unfortunately never happened, On Wednesday Dec * 2023, I called again and spoke with the same lady, *****, she communicated in a very impatient tone and instructed me to text message my receipt to the supervisor line, which I promptly did, however, there had been no further response.On Thursday Dec * 2023, I followed up with text messages, but received no response On Tuesday Dec ** 2023, when I called again and spoke with *****, she mentioned being extremely busy, she promised to call me back before she went home, despite my followed-up with text message @****pm, she still didnt call me back on that day as promised On Wednesday Dec ** 2023, I follow up with text message, no response On Thursday Dec **, 2023, I called and talked to *****, reiterating my concerns, during our conversation, to my surprise, she said, honey , I cant talk now. Perplexed, I asked her if she was working from home, to which she replied, no, I am in the office. I then inquired, why did you call honey me honey? She responded, it has been a long day, I dont know what I said. Eventually, she promised to investigate why the driver took the longest route to send me home and assured me that she would get back to me asap. On Friday Dec ** 2023, I received a VM from *****, in which she simply state that they would refund me ***** for the mistake, without providing any additional information. Despite my follow-up reminding of what she assured me, all I received was, the matter is closed.I request that ***** offers a formal apology for her highly unprofessional conduct while handling my report. Additionally, I urge them to issue a full refund to my original payment method and provide appropriate compensation for the inconvenience caused.

  Business Response

  Date: 02/01/2024

  THE AMOUNT PROMISSED WAS SENT OUT IN THE MAIL IN THE FORM OF TAXI VOUCHERS.

   The full refund it is not aprouved since ***** was short staffed, since staff were on sick leave and alone she did the best that could to answer all the questions of that day. With the amount of drivers that we have these type of   complains are absolutely not considered for resolution.

  Some people  have to much time on their hands to understand that drivers are using the route suggested by app on order for the to have the flat rate.

  We spend a lot of money on ads to educate  how our system works for the consumer  advantage and theystill  have their own asumptions that they should ride for free.

  thank you

  *******

  Customer Answer

  Date: 02/01/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  I am an immigrant, and I have been educated that using bolded wording is considered very rule, 

  2ndly, according to this response, they are short o f staff, but it doesn't prevent ***** from calling someone honey when she was on the phone with me. and it's cear that she was not address me as 'honey'. because she said 'honey, I can't talk' 

  3rdly, I don't understand why this response includes a comment suggesting that clients assume they should ride for free? who are they refering to? it's very surprising that this company doesn't admit what they did was wrong, but instead suggests customers are insatiable. 

  4thly, if they don't admit the driver picked the longest route, why did they refund me $****? if they acknowledge the driver did pick the wrong route, I require the explanation, why did he choose the longest route when the *** is smart enough to determine the best route? 

  I don't appreciate how I have been treated by the driver, supervisor *****, and this response. 

  
  Sincerely,
  
  **** ***

  Business Response

  Date: 03/01/2024

  We have dealt with this complaint in timely *****, we have admited that driver made a wrong decision to take ************** due to contruction of lrt  on ********************** so we have refunded accordingly.

  The funds were sent on time by ***** driver supervisor and we have spent an average of more than * hour on this complain back and fort ,for client insistance of full refund.

  Driver charged flat rate,client arrived to desired destination.

  We stand firm on the no full refund.

  Thank You

  ****** *********

  Customer Answer

  Date: 05/01/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  

  1st of all, I am wondering if this 2nd response is from a different department in Co-op? how can they still claim that they delt with my complaint in a timely manner? Anyone with a normal mind who reads about my complaint will understand how this company neglects its customers. Not to mention my repeated attempts to contact them, Supervisor ***** treats customers like monkeys and regards her promises as mere jokes. She repeatedly claimed she would call me back, but each time she broke her word. Moreover, during our conversation, She uttered such inappropriate words, such as 'Honey, I cant talk now.' When I asked her if she normally calls her coworkers 'honey,' she replied, 'I dont know what I said.' If all of this can still be called a timely response, it's truly a disgrace.
  

  2ndly,the ************* is at *****************, to go to west end, the best route would be ******* or stony plain road, the 2nd option would be *******, but the drive took the farthest route, which is ********, and this company still claim that the driver took only ************** due? Its shamelessly telling lies with eyes wide open; truly shameless and audacious.
  The practice of taxi drivers deceiving customers and deliberately taking longer routes for personal gain must be punished. Otherwise, I won't be the first ******, nor will I be the last. If a company tolerates such *****, it is aiding and abetting wrongdoing
  

  3rdly,when they responded, they even used bolded words, which is considered a very rude manner.
  

  As per the supervisor *****, she would refund money back to my original payment method,which is my master card, and I never ever receive anything, this is another lie. A supervisor who disrespects customers in such a manner, while the company claims her work is timely, is absurd and shameless, constituting a further injury to customers. I will never accept their so-called compensation. They must apologize for their drivers, supervisors, and their treatment of me in terms of attitude and language. They do not deserve payment from me because they have not provided the most basic service; instead, they have caused harm and ******.The full amount of the payment must be refunded.

  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For April 5th 2023 Co-op Taxi had retrieved my phone after I had called them letting them know that I had forgotten my phone in a cab Co-op Taxi proceeded to contact the driver to retrieve my phone and the driver declined to bring my phone back to me without being paid compensation when I had called the driver the driver had done told me that he wanted compensation to bring my phone back I do not have compensation for him to bring my phone back he then proceeded to hang up on me and then I called Co-op back call up then started arguing with me over the phone and started telling me that I was in the wrong last time I checked they're a client based company therefore keeping their clients are happy I'm not happy I then requested to speak to a supervisor because the co-op agent kept arguing with me then he's supervisor proceeded to tell me the exact same thing and then hung up on the phone

  Business Response

  Date: 01/05/2023

   

  I have sent confirmation that the client has received phone  as per lost and found person.

  Thx

  ******* 

  Alberta CoopTaxi line ltd.

• Initial Complaint

  Date:23/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 23, 2023 and elderly lady took a co-op taxi to City Centre Mall to attend the ** ****. She is 79 years old and has a walker. The driver dropped her off on the opposite side that the ** **** was located and she fell down the escalator with her walker causing sever injury to her head and received a dislocated shoulder resulting in having to go to hospital by ambulance.If the driver took the lady to the closest location this would have not happened. I tried calling Co-op taxi where I was abruptly cut off by the dispatcher and then transferred to a number no longer in service. Shame on you Co Op Taxi. I will never use your company again and I will redirect others to do the same.

  Business Response

  Date: 24/03/2023

   Hello my name is ******* and i was able to find 4 trips on the 23 with this person name however none to that part of the city .if you can give us the number of the cab and the time we can retrieve the footage and car in case to reprimend the driver also the tape in cae..We are sorry for the injury and pain that you have suffered .

  if not specified to driver that you want a particular area of dropp off ,driver will comply with trafic regulations otherwise.

  Please provide exact  time and car or id number so we can find  among 1400 the right driver.

  Thank you!

  *******

  ***************

  Customer Answer

  Date: 24/03/2023

  I do not have the cab number nor the driver name
  The elderly lady was picked up from ******** ***** in ****** ****** at approximately 9:30-9:45 am

  She requested the 101st east entrance and was told she could get to her designation from ***** ****.

  I feel strongly that seniors should be given extra service especially since she was in a walker and where the driver dropped her off would entail her to us multiple escalators and walking a great distance when he could have just dropped her right in front of the ** **** entrance.
  
  
  
  Sincerely,
  
  ******* ********
  
  

• Initial Complaint

  Date:21/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 21 2023 at 920 am my girlfriend used my credit card to get a cab to her house. It was a 21 km trip that should've costed 48 dollars as I was told by the dispatcher. She was charged 74.50 and the driver chose to take the longer route rather than the fastest route. I spent several hours on the phone trying to get ahold of someone to make a complaint to. Finally I was able to make a complaint and was told I'd get a call by a driver manager. I was declined when I asked for a reference number for the complaint, and just told that I would get a call back. After reading some of the complaints here it is clear that I will not get a call back and this is the only way to get reimbursed what was overcharged to my credit card. Vehicle number 342 and trip Id ********. I would like this trip refunded because the driver clearly took advantage of a single female passenger and I have to waste several hours out of my day to deal with it.

  Business Response

  Date: 24/02/2023

  Supervisors have spoke to **** and explained that ****** *** wanted to use *** *** ** ************* *** but client i sister she has done research and insisted on route , that she had done research and driver did not want to árgue so she can say that he 

  kidnaped her. *** was the short way but she insisted on going the Long way  . There was no flat rate. If trip booked as flat rate , this would have been avoided and no i distance on client part. The driver has a 38 year experience in the city with Coop ex driver supervisor since semiretired and also voluntaire.

  it was explained to the card holder and he saw the reason and explanation.

   There will be no refund on the fare.Thank  you.

  beatrix

  Alberta Co-opTaxiI line Ltd.

   

  ***************

  Customer Answer

  Date: 24/02/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19442723, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:26/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called a taxi last night (December 25th) at 8:30 pm and was told it should arrive in about 30 minutes but 45 minutes later I got a call from ******** saying it would be another 10 minutes. A half hour went by and still no car so my 68 year old ex husband had to take the LRT home alone at 10pm which is not safe. This is totally unacceptable and I would like an explanation as to why this happened and why he never showed up at all. He should be held accountable for his actions.

  Business Response

  Date: 16/01/2023

   Hello, my name is ******* I have tried to locate the cell phone number in our system and I could not find it . Our dispatch system record every call phone number address  info that we provide to police if needed, or cases when there is an accident. 
  thank you

  ******* ****** 

  PUblicRelations

  ************

  Customer Answer

  Date: 16/01/2023

  
  
  Complaint: 18640560
  
  
  
  I am rejecting this response because: I don't believe that they can't find the call in their system because when I called them on December 26th the person I talked to found it right away. I think they are just not wanting to take responsibility for not showing up. I have proof on my phone that I made that call at 8:30 pm on December 25, 2022

  
  
  Sincerely,
  
  ***** ********
  
  

• Initial Complaint

  Date:22/12/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Worst taxi driver ever. Terrible attitude, didn’t pick up his call. Was a terrible driver, this is not acceptable. My first co-op ride and the driver was so rude and unprofessional

  Business Response

  Date: 16/01/2023

  OUr attemp to reach ****** 7 times and it was impossible every time we tried calling we got voicemail mentioning the service is not initialized that phone number is not in our system perhaps he called from a different number? We need more information to be able to track trip time day car number driver I’d and specific details about complaint . If he can provide that info perhaps we can track driver and the correct timing.thank you

  ******* ******
  
  ***************

• Initial Complaint

  Date:25/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The cab starts charging you when you arent even in the cab!! Then they expect a tip on top everything they rip you off for. And online when i scheduled a taxi, it was for 430pm.
  They arrived more then 15 mins early so i had to rush everything to hurry down and i was left wondering around a parking lot before my shift at work.
  These people cannot read and they dont care. Even adding a note is a waste of energy.
  I WANT A TAXI FOR THE TIME I SPECIFIED! NOT EARLY. NOT LATE .

  Business Response

  Date: 08/11/2022

     We do not guarantee time of arrival dispatcher mention within10-15 minutes in case traffic also we have as a regulation to have the meter starting at $4.10 and 1.85 / km. This is waiste of time for everyone if they have taken a cab before as she states.

  thank you

• Initial Complaint

  Date:25/07/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called co-op,11:15am June 25.I left a message that I needed the driver to pick up pants& deliver to a given address. At 11:16 am I got confirmation “Hey! Your Driver is on the way in Vehicle 254 and your trip id is ********...”Once the driver arrived he spoke to me asking for destination address. I provided that over phone, texted (11:29 am) to him at ************. he said he was en route. As per Google maps, I expected him to arrive in 30-40 mins.
  12:05 pm I received a call from dispatch. Asking for the address again. I provided it& asked how far the driver was, they said 20 mins away. By this point it was passed 12pm; the wedding was about to start.I asked for the taxi go back&return the item at the initial pick up place&the person at the home would pay the taxi driver. The dispatcher made a rude comment “ if they pay…” as if we weren’t going to pay. This was insulting so I responded what do you mean if we pay, she will pay.
  We paid $110.00 for a trip that was not complete. The initial pick up is 30 mins away from drop off at 12:05 when dispatcher called me, she said the driver was still 20 minutes out, I do not understand how the bill was $110 when the driver didn’t even make it to the destination.
  I wanted the trip reviewed, detailed trip itinerary to make sense of these charges& reimbursed a portion as I shouldn’t have been charged for an entire trip.June 29, 8:35 i called and spoke to supervisor, ***** to recount my experience. She said would get back to me. No call back so I called again the following dates&left msgs July 4, 9:25am, July6, 930am, July 11 8:34 am, July 12 at 4:15 pm. ***** called back &advised the following: “The wasn’t too far from destination”iexplained I was given information by dispatch, that driver was 20mins away, I cancelled trip based on that information. ***** said she’d review phone recording &get back to me before July 15th.
  I received no call back since July 12! I’ve called back and left a message on
  July 15,19,22&25