RoadRunners Avis 

Please do not use Roadrunners in Redhill, booked a taxi for 7pm, after several calls they turned up at 7.40. On the way home I checked they were definitely coming at 11.30 they said they were running 15mins behind ok. After waiting an hour being told they were coming our hotel manager came to our rescue. They are totally incompetent.

My daughter ordered 2 cabs via the app, she did 2 because she got no confirmation on the first one. Still getting no confirmation she ordered another one from a very reliable firm. On her way home she got a calls from both drivers saying they had arrived. Obviously she wasn’t there. The company took a total of £60 from her bank account without it me authorised. I spoke to Terry who said he was the manager but whilst on the call I could hear someone shouting out in the background, so obviously he’s not!! He told me at the start of the call that he has refunded the amount but 10 mins later said we will only pay back half. They have refused to pay back the whole amount. Do not use this company at all. They lie. Their company is not fit for purpose.

Please do not use this company. They do not confirm the pick up and then charge for travel. The people running this company lie and contradict themselves and do not know how their system works
When you book a cab on the app it should confirm the booking and message you the drivers details - this didn’t not happen. And they charged me for a service I did not use.

Usually they are OK I guess, but they are so chaotic and unreliable that you can't risk using them for any journey that actually matters. The taxi I booked 3 hours ago should have arrived by now, but apparently it's still 35 miles away around the M25. Promising and not delivering your basic service isn't just useless, it's worse than useless.

Money making taxi firm. Bad customer service. Booked a cab from Dorking and they charged me for dropping off my partner which is ON the route ONLY 500m away from the original destination. We had to sit for 10 minutes to ask for permission from head office even though it’s on the exact route and no detours at a layby!? We gave up waiting for the head office to reply, so my partner got out the cab to walk to his destination and they still tried to charge me even though it was 50m from his house!? Deleting the app and never using this money making taxi firm again.

This is a very bad company to work with. The manager and owner are selfish and completely unprofessional. They do not understand how to run a business in the UK and behave as if they are operating elsewhere without proper standards. My experience was extremely negative, and I would never work with them again.

Very rude staff with nonchalant attitude. I won’t recommend road runners to anyone. They always disappoint

Be warned, pre-booked a taxi a few days earlier, no show at the arranged time of 16:30, no call from the office to explain, no apology and as yet no refund! Just shocking way to treat customers!

I gave them a second attempt at picking me up from my home, and, again, they were a no-show. I booked the taxi with two hours' notice to catch a train. No contact from the company to let me know this, I had to call 3 times. Simply do not trust them to take you anywhere on time.

Our booked taxi arrived almost 50 minutes late. It was very late at night and we were in a rural area with no other way to get home. There was no communication from the driver or the company, and when we called the main office on multiple occasions, they offered little help or explanation. When the driver finally arrived, they were not helpful or apologetic. Overall, a very disappointing experience — I would not recommend this service.

Rubbish company; not worth any star! We booked a taxi to LGW airport 2 days ahead but got no text or other confirmation. Rang 1/2 before scheduled pickup & was told we will only get confirmation text when driver is assigned which would be 15 mins before pickup time. Waited till pickup time but no text! Rang company again & was told driver is 1min away which was untrue & the pickup happened 5mins behind schedule. The driver said he’d been in that location for the previous 1/2 hr waiting for a job allocation which wasn’t made until I rang when no taxi showed up. Driver was blameless but the station manager was obviously to blame. Will never ever use this company again.

Would give 0 if an option.
Booked a car for my daughter to go to school as I can’t drive after an operation. Due at 8:10, at 8:05 said 2 mins away. Then diverted to do another job and eventually rejected the job. Got allocated another car - said 5 mins away, after 5 mins said 10 mins away. By now no chance of getting to school on time so ordered an Uber and cancelled the taxi which was by now 10 mins late with no guarantee of arriving. SHOCKED that they did not refund me after I cancelled, even though they did not provide the cab as scheduled. Will be charging back through the bank and will not use again. Utterly disgraceful

The worst taxi company I’ve ever used. Called the check where it was and was given a made up time of 7 minutes, 15 minutes later when I called again I received another update saying it was a further 20 minutes away. That’s 55 minutes after the time I ordered it for. NEVER BOOK WITH THIS COMPANY

Usually prompt but delay of 1.5 hrs too much. They also lied and gave excuses. Never use them again

My husband booked an early morning taxi to Gatwick, all confirmed and paid for in advance. He called to chase when it was 10 minutes late, to be told it would be there in 5 minutes. After a further 10-15 minutes with still no sign of it he called again to be told it would be at least 8 more minutes. At that point we booked an Uber, which turned up after 5 minutes. The booked taxi from Roadrunners still hadn’t arrived by this point (now 35 minutes late), so we cancelled and are still waiting for the refund. It really shouldn’t come as a surprise if someone books a taxi to an airport that they have a flight to catch and therefore need to be on time, but Roadrunners really couldn’t care less. They are an absolutely diabolical company with no conscience or scruples.

Booked a cab but needed to cancelled it 3 HOURS before. Took the money and I’m still trying to get it back it’s now been 4 weeks. I have phoned many times was given wrong email address, told money would go back into account within 3-5 days. Still nothing so I went down there and spoke to someone, who I think might have even been a manager or thought he was whatever he was very rude and arrogant not once did he apologize to me. Apparently I should get it within 3-5 working days… we will see!

I booked a taxi with RoadRunners at 6.55 am and was told it would arrive in 10 minutes. The taxi only arrived at 8.25 am. In the meantime I was lied to several times that the 'taxi is only 10 minutes away and was disturbed several times by an automated voice from RoadRunners. Appalling service!

Five stars for Terry (Operator)

I spoken to a colleague who was most unhelpful and couldn't understand what I was requesting (a taxi for four consecutive days). They got the pick up and drop off addresses wrong, and also made paying by link complicated, and the links didn't work after putting down the phone.

I called back and was put through to Terry who was incredibly helpful. He helped me sort the payment link out and ensured my taxis were booked for the correct dates and time, and was so lovely. He assured me massively, and was such a pleasure to speak with.

The taxi service itself was reliable and the drivers turned up at the right location and on time. The drivers I had were mostly friendly and got me to my destination on time.

Overall:
Terry: 11/10
Taxi service itself: 7/10
Other operators at the firm: 2/10 - Need improvement

DO NOT USE THEM, EVEN WITH A BOOKING CONFIRMATION SEVERAL HOURS BEFORE THEY DO NOT TURN UP OR EVEN CALL YOU TO SAY THEY HAVE ZERO INTENTION OF COMING. Several of us ordered taxis on recommendation and we were ALL left stranded.

Pre paid for a minibus £140 for a Royal Ascot trip was told 2 hrs before return that mini bus unavailable so 2 cars would be sent at 730 after 1hr(830) of waiting and 18 calls ONE car was sent who then called us liars as we hadn't been there - the driver pulled into the space 4 of my guests were standing in at 835!!

Just ruined an expensive day with incompetence and disregard!