Complaints

This profile includes complaints for Bonny's Taxi Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bonny's Taxi Ltd.

  5759 Sidley St Burnaby, BC V5J 5E6

  
• 

  Bonny's Taxi Ltd.

  5525 Imperial St Burnaby, BC V5J 1E8

  

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:07/11/2024

  Type:Customer Service 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.

  May 5th, approximately 5:20 am: I phoned to book a taxi to *************** to catch a 6:15 Ebus. Initially, I wanted to book elsewhere, but couldn't find a driver that early, so I called Bonnys. I was told it would be 10 minutes. 15 to 20 minutes later, I still hadn't heard from a driver. Just in case, I ran downstairs and found my driver (car B 78) sitting there. I asked why he didn't call, since this is time sensitive, and he lied to me, saying the dispatcher called me ten minutes agonot so. Ive never had to wait for the dispatcher call me instead of the driver, unless they don't have service at my location, which wasnt the case here because I asked the driver. He kept tossing blame. This created a very uncomfortable car ride. I mentioned I was now in danger of missing my bus, and his demeanour became hostile. He then deliberately took the long way (via highway), when he couldve gone straight down ********, in half the time,half the cost. I asked why he did that. He glared at me in the rearview mirror and said it was the only routenot so. We arrive at 6:08:09. My total is $56.05, which is outrageous for the distance, considering lack of traffic that early. As I am paying, I suggest that he did that intentionally. He then gave me the most sinister grin I ever received from a service providermade scarier being a woman alone with him after a tense commute.I wanted to file a complaint immediately, but misplaced my receipt. I found it again in August and called them promptly. I was given an email and a phone number for a supervisor ************************************************************ ************). I emailed on August 20th, received no reply. I called more than 10 times that week with no reply, or was told it was being looked into. I called again late September/early October, and was told again it was being looked into. Based on their reviews, including with BBB, their customer service is comprised of lies, deflection, and zero accountability. I am seeking a full refund.

  

  Business Response

  Date: 22/11/2024

  Dear ******,
  First of all, please accept my apology for the late response. I have investigated your complaint and interviewed the driver. You called Bonnys Taxi on May 5th at 5:31 AM from an anonymous number for a taxi at *********************. The taxi arrived at your door exactly at 5:39 AM. We had no number to call you because you called us from a blocked number. The driver requested the dispatcher to call you, but unfortunately, the dispatcher was also unable to call you and advised the driver to wait for you. The driver was not informed about your phone number issue. The taxi departed for your destination exactly at 5:49 AM and arrived at *********************** at 6:08 AM. The driver mentioned in his interview that you were very upset about not being called when he arrived and started complaining that you were going to miss your bus, blaming the driver. Yes, the driver took the highway instead of *************** because it was the faster route and ensured you didnt miss your bus. I am willing to send you a $20 refund but don't think it would be fair to send you the full amount because you were served on time and to the best of our ability. Thank you.

  Customer Answer

  Date: 22/11/2024

   
  Complaint: 22523222
  
  I am rejecting this response because:

  My number is not listed as blocked, and is on file for your business, as I have been contacted this way by Bonnys Taxi for the last 6-7 years of being a patron. Your driver was incredibly unprofessional, could not take responsibility, and lied to me the entire ride (I find it highly unlikely that he is telling the truth now). When I brought up my concerns, such as missing a bus to Kelowna (a valid concern) due to the actions of the driver, your business deliberately ignored mefor months, no less. I clearly expressed my concerns regarding the dishonest and combative manner of your driver, kept the receipt, emailed and phoned numerous times, and extended a complaint via the BBB. If this is the course of action required to obtain a single response from Bonnys Taxi after clearly stating my concerns, that only underlines just how deplorable the customer service of this business is. In fact, the reviews listed on ****** and the BBB point to the same issues; that establishes a pattern of dodging the concerns of patrons. Further, I find it insulting to offer less than half of the total amount paid considering the lengths I have had to go for the business to acknowledge my concerns, onceparticularly when my safety was one of the concerns. I am seeking a full refund.

   

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

• Initial Complaint

  Date:25/10/2023

  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.

  I got in the car and the driver was speeding recklessly, taking his eyes off the road, swerving all over the road, giving me a sexual and creepy look, as well as being rude and inappropriate - this put me into immediate and lasting distress and I believe based on the experience that he knew what he was doing and was doing it on purpose. I called three times to speak about the complaint, provided details twice over the phone to two different representatives, who said they would pass it to the supervisor. I called to leave a voicemail for them when I did not hear back and their voicemail had no greeting whatsoever. It sounded like a creepy breathing. I left a voicemail about the aggressive driver and my experience and no one bothered calling me back. This person drives around vulnerable people and is being aggressive and driving inappropriately and causing passengers intentional distress. They should be taken off the road.

  

  Business Response

  Date: 28/02/2024

  Dear customer,
  I sincerely apologize for the delayed response to your concerns regarding the behavior of our driver. I was disappointed to learn that you were unable to reach our driver supervisor over the phone. Please know that we take all complaints very seriously and conduct thorough investigations to provide a timely response. I deeply regret not being able to address your complaint promptly. I would like to emphasize that all our drivers undergo mandatory screening by the **** before they are permitted to drive for us. This screening process is repeated annually to ensure the safety and quality of our service.
  To assist us in addressing your specific concerns about the driver's attitude, could you please provide more details about the trip you took with Bonnys Taxi? This could include the taxi number displayed on the vehicle, the date and time of your service request, or any payment receipt issued by the driver. Such information would greatly help us in identifying the driver in question for further investigation. Additionally, we can track the drivers route and speed on the day of your trip using GPS data.We value and appreciate all feedback from our customers as it allows us to enhance our services. You may directly share this information with our driver supervisor at **************************************************************** you for choosing Bonnys Taxi, and we sincerely appreciate your understanding and support.

  Customer Answer

  Date: 29/02/2024

  I called to report the incident several times - is there no record with your company? I also left a voicemail -  i believe I indicated in the initial complaint what day and time it was - if not let me know and I will have to check my records but it will take some time - what do you intend to do with this information if I retrieve it? If you take complaints seriously why did no action get taken of my multiple reports and voicemail? 

   

  Complaint: 20777308
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************