Grabcar Malaysia
reviews and complaints

I was very disappointed when since yesterday i want to take grab from Larkin Sentral and heading to the Johor Jaya, and all the drivers was very busy. But when i see the maps, there are many grab cars there. And firstly, the fares is RM 16. After keep searching for almost one hour, the fares increased to RM 26 and after that RM 31. It is written because of high demand. What the hell? I also put notes to driver : urgent and need to pick up the motor " but there's no respond. And after one hour searching, and still dosen't have any results, i have to pick a taxi which is the fares is RM 38 ! And i already late to pickup the motor and also tired. This all is because of selfish grab driver. All drivers asked customers to rate them 5 stars but how i could rate this if i have to face this kind of situation? i am very dissapointed and after this i don't want to help the grab drivers anymore.

i maybe don't have any proof but you can ask my fiancee at this number because he also with me the whole night and find a taxi for me after facing problems like this. [protected]- Khairi.

Please advise all grab drivers to revert this thing. Still i am very angry because before this all grab drivers i give them 5 star rating as they requested but this is what i got? Grab is sucks.

I have not used booking id ADR-[protected]-3-056 but I have been charged. I had scheduled a ride on 29th night and I got a message on 30th early morning that the driver had cancelled.

So I booked a ride in the morning and travelled to the airport on booking id ADR-[protected]-3-058.

When I was going to take the ride, there was another taxi waiting also which was the first one. We checked the app and there was no scheduled ride even. And the booking ADR-[protected]-3-058 only was live and I used it.

I am now shocked to see that I have been charged MYR 162 for booking id
ADR-[protected]-3-056 which I did not book or ride.

Please check my record and see that I am a regular customer. Request you to refund the MYR162 which I am wrongly charged.

Really don't understand, I booked a grab but the grab driver called me and said his phone waze got problem grab apps got problem can't even search the location that I at. I told him to cancel my grab since he can't search the location can't pick me up..And the drive scolded me very loudly say not his problem and ask me to cancel. HELLO? Now I'm the customer or the driver are my customer ? I'm the one paying money right? His waze can't use grab apps can't use it is my problem? I cause his phone out of service? PLEASE GIVE YOUR DRIVER SOME TRAINING ! THEY ARE NO QUALITY AT ALL !

Hi Customer Service,

I would like to complaint regarding a case handled by your team. The case ID [protected]. I have complaint regarding my credit card being overcharged by the driver and reported to you team. They gave me option by giving promo RM 5 or credit back to my account. I told them to credit my account as soon as possible. But I have been asking for an updates no response from them and now I see the case is being solved and closed. First of all, how the case is solved when the money is not being credit to my account.
Seriously I was Uber long term use but their team service was good at these but sorry to say your team below the drainage. You can check my case records some close just like that.

So I hope you will this matter serious as I m paying for your service, if it is free I don't make complains. I will wait for your response.

Thank you

Regards

Vijai

Hello grab, I'm very disappointed with you
I travel to kl for so many times for business purpose
Okay
Here is the few things I need to complain
1st the gps problem
Every time I request the grab the gps keep jumping don't say my phone problem I do try reinstall the apps still the same
2nd unable to request grab even there is grab nearby me it always took a lot of time to find the grab
3rd the grab fare
Okay here is the most annoying and the most pissing me off! How could you increase in price just for giving a high demand reason?
It's funny la! When the fare is cheap I can't get a grab but when increase in price I can slight get a grab but the driver cancel then price increase again? And finally I can get a grab within one second just because the Fare increase to a [censored]ing ridiculous fare!
I come from Damas only 14
Back need to cost me 22?! Hahahah joke!
I'm going to leave this disaster grab
Report so many but no Action
What a [censored]ing disappointment to me!
If Uber still exist I would rather take the Uber instead of this disaster grab!
Good luck with cheating money!

Regard
Business traveler always been pissed off by grab!

Hi can I know why nowdays so expensive the fare of grab? Im staying at jalan kuching my hus near by to restoran bapak and every morning I book grab for brem mall only but they charge me rm7 to rm9. I have no choicd I need to pay also. But normally the fare of brem in just rm5 I dont know why they charge me over. Really [censored] thing. No jam also and straight only above 10minutes frm my home to brem mall.

Hi there, there were two trips where i did not pick the passengers up nor drop them off some where, but yet i got deducted from it. The reason being was that i click accept job but somehow the passengers did not show up and i accidentally clicked the pick up button, i have submitted a report please review it with much thanks. These two trips are: ADR-[protected]-3-004 and ADR-[protected]-3-105

Today around 8am morning.. I requested a grab.. Few minutes later the driver texted me and ask me to cancel the trip since he's far away from my pin point.. So I ask him to cancel it since he's the one don't want to pick me up but he insisted me to cancel it because he couldn't cancel the trip due to his cancellation is high.. So? It's mean he cancelled quite a lot right? Why did you accept a trip if you're going to cancel it? So a grab driver can choose a trip as they want? What kind of service is that? The gps showed he going way further from the pin point then I asked him to cancel it so that I can request a new driver but he didn't. He even told me to wait him for half hour to pick me up if I don't want to cancel the trip. How rude? This is treatening. Again, what kind of service is that? Ruined my morning!
This is the booking id - ios-[protected]-4-001

Dear Sir
I am a regular customer of Grab car since last two yrs but I am sorry to say that the service of Grab is deteriorating. In the morning it's near impossible to get Grab even after trying for 15 to 20 min. At the last moment, I have to run for the taxi.
The second problem is the fare, as soon as the rain starts the fare of Grab shoots up why?

I hope you will look into this matter.

Thanks
Tilottama Prasad

I used to take grab everyday in the morning and pricing is affordable so that I support grab due to it but now the pricing is high furthermore there is no promotion and promo code. I hope you can have more promotion and also the price will back as normal which is cheap. With this you will have more sales. I used to take grab everyday but now I had to think whether I should use it or not.

Date of incident : 23 June 2018
Driver's license plate : VF3889
Driver's name : Cheong Wei Guo
Driver's phone number : [protected]

I booked this ride for my friend as she does not have the apps. I am reporting this person as he has rules that made my friend very uncomfortable. She is now in trauma and will never ever take grabcar again. Here are the reason

1. The driver has been flirting with her the whole trip. He asked many personal information regarding what school my friends attend, whats her birthday, is she single and etc. It is very unprofessional of a driver to ask a passenger about these things.

2. The driver took a very long route to reach the destination, from sunway pyramid to OUG. The driver had took a different route from the waze app. Even with rush hour, its not suppose to take 1 hour ++ to reach OUG from sunway pyramid. It has made my friend late for an event and she had to tolerate with the driver for longer time.

Hi,

I had an issue with my latest grab ride.

STATE YOUR CONCERN : paid cash for toll

Here are the trip details of that specific ride:

Vehicle type:JustGrab
Issued by driver NADIL BIN AB HADI

Issued to Mamo Isabelle

Booking codeADR-[protected]-3-076

Pick up location:3-5, Jalan Gereja, Kuala Lumpur, 50100 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia

Drop off location: Jalan KLIA, 64000, Selangor
On arrival at the airport we charged toll fees of 11rm
On the way back we took another grab from airport to Kuala Lumpur and we didn't paid any charges
Is this normal?
Could you explain me

Looking forward to your prompt action.

Best,

Date | time
Pick-up time: 21 jun 18 21:37 +0800

Booking details

Vehicle type:
Grabcar

Issued by driver
Lee teck wong

Issued to
Owen a vengers

Booking code
Adr-5126623-3-5120

Pick up location:
No.68, wisma pantai, jalan pantai, bangsar, 59100, selangor

Drop off location:
No. 128, no. G7, pv 128 jalan genting klang, 53300, wilayah perseketuan kuala lumpur

I set in the rear seat, I use my samsung note4 phone for booking this trip and I put it in my pocket and inside I got and look at it to check if I got messages then I put it back into my pocket. After driver dropped us off in pv128 I found out that my phone is not anymore in my pocket and I ask my friend to call my number and it says its unattended.. It is impossible to be unattended because it has 70% battery and it is on I think someone found it and intentionally switch it off... Then we seek help from customer support after several hours they replied and just told me that the driver was not able to find my phone in his car and they ask me to call the driver. When I called the driver he can say nothing except for the word "yah"... How come this happen in 2 or 3 minutes my phone turned off by someone... Grab malaysia I think you may please do further investigation before saying the word "sorry". Grab singapore and philippines never have this kind of customer service they find ways to resolve passengers' issues. Thanks

At about 6:30pm yesterday, I called for grab, and the driver called me up, trying to tell me something.
He couldn't speak understandable english, or even malay, which is supposed to be our national language.

He then said "you understand?"
As a response, I honestly replied, "sorry, I don't understand"
And then he responded with "don't understand, don't understand.. Then cancel the booking lah, stupid"
And so I was forced to cancel it, after waiting for 1 hr 30 minutes for a grab car that would actually accept my booking.
What's more?
It was my birthday.. (it made me feel all the more upset)

I'm not saying this guy should lose his job. Everyone has to make a living.
But please discipline your drivers more.
I'm a paying customer.
I don't pay money to get called stupid.
It's not a good image to foreigners who visit the country and get around using grab, either.
For my sake, and the sake of all other malaysian grab passengers, please do something about it.

Hi There Everyone, 1st and foremost I would like to thank Grabcar for providing us a platform to earn extra cash. I would like to bring to your attention that in Malaysia currently most of the jobs are manipulated by foreigners and some of us have issues with jobs and would have resigned or couldn't find one suitable to our position or age. So we have chosen this profession as a choice.

I hope the company realizes that we as drivers

1) Use our own car, petrol & toll
2) we cant claim compensation in case of accidents or change of tyre which has happened to us so many times.
3) No Insurance, EPF for old age or Socso in case of accidents or physical injuries that can cause disabilities and some have even lost their life while driving.
4) We have no union or voice to help us solve our predicaments as well

5) I would like to bring to your attention those with families are solely depending on their driving income and incentives to earn a living, only with these earnings they even run their lives. If and most times the riders cancel their trips due to delays which most definitely occurs of the Malaysian famous jams. Is it fair for the penalization and if the company forfeits our earnings of the incentives? I recently lost about RM 1200 of earnings and I have bad feeling that it was forfeited so that the company can make a fortune from my misfortune. Has the company's management thought of the consequences it brings the drivers who have mouths to feed and bills to pay? Is it even fair to the drivers in the 1st place and have the management taken this into consideration? As much as they might think that this is not going to affect them or the companies earning. It will eventually destroy the business if not today, tomorrow. I hope sometimes as human to human or a boss of the company you too have to think about some benefit for the drivers who are recklessly driving in the roads providing a service to the Grab company and also the passengers and customers. Why haven't they thought about it? I am sure if they don't come up with a good solution or a win win situation for both company and drivers. Slowly but surely the same thing that happened to Uber will eventually take place here too. I am just sharing my dismay and emotions. I hope the government and the company sits down and have a good solution so that we continue this as a business to benefit everyone.

Dear Grab,

First of all, thank you for providing drivers a workable platform for us to earn extra income or as a full time job per se. But there are things which I would like to address as a driver. Please bare with me. I shall list the problems in turn:

1. Driver Rating System

The rating system for drivers is vague. We do not know as to know our ratings drop or as to why we get a low rating for each ride. We need more information. Please provide us a proper break down as to why.

Sometimes it's just saddening to know that you HAVE ACTUALLY provided good service but only to find out that your rating dropped for no reason. I have been driving for year or so. I have consistently float around 4.96 to 4.93 stars. But after the Uber merger, I'm now suddenly at 4.86, all within a month or so. So I'm in danger of loosing my GrabCar Plus certification.

I used to drive Uber too back then, and I can tell you that Uber riders are overtly more demanding and unreasonable for most of the time. Are these "too good for everybody" Uber riders in the system causing my rating to drop?

It would be best if we could actually identify who rated us below a 4 or 5 stars. This allows to learn from our mistakes. Take it as lesson to better serve future passengers who could be of the same character or traits. This allow us to better craft a service suited to individual needs. This is the service industry anyways, and understanding customer wants and needs is important.

Or there is a conspiracy within Grab to drop driver ratings? I sincerely hope not.

Now, this brings us to the next issue below.

2. Passenger Rating System

Please implement a passenger rating system as well, like what Uber did. Instead of a "feedback" system, allow us to rate the passengers. Trust me when I say that there are a lot of obnoxious passengers out there. Arriving late (please be absolutely ready before you book), messing up our cars, lack of respect for other people's properties, or just plain rude and crude etc etc.

And this is to the misunderstanding passengers out there: We drivers are human beings too. Granted there are scumbag drivers out there. But don't punish us decent drivers who are just out there to earn an honest living and to provide the best experience possible. Yes, we have flaws, and yes we sometimes make wrong turns etc etc. Maybe you should put yourselves in our shoes. Or perhaps you can try driving Grab yourself. I guarantee that your perception towards us might change.

If you have any route preference, tell us. If you would to change a radio station, tell us. If you want anything, ask us and we may grant it as best as we could. If you are in a hurry, please tell us. If you still don't like our services despite getting you to your destinations safely and hopefully in a timely manner, then you are more than free to return to the good old days of hailing a taxi. Don't just keep quiet. And I say this on behalf of the good drivers out there. The bad drivers? Well, I have to apologize on behalf of the good drivers too. But they are out of our control.

Sometimes do understand that we are actually OPERATING AT A LOSS just to take you to a certain destination. Especially the short trips in a jam ridden area. Do you seriously think it's worth our time and cost to ferry you from KLCC to Bukit Bintang during rush hour for a meagre sum of RM5? There are profitable routes and destinations, and there are loss incurring trips just like the airline industry. We only hope for your kind understanding.

Also please do not take our quietness or even shyness as a sign of rudeness. Some of us might even be suffering some forms of social anxiety disorder. If you don't talk, then we don't talk, vice versa. And if our replies are short and prompt, perhaps we are not in a talking mood then. We have our personal space too you know? Be reminded that Grab actually remind drivers to keep conversations simple, non-personal and professional.

And finally remember one thing: WE ARE NOT TAXI DRIVERS. We are ride sharing partners here to share our cars with you for a token sum.

3. Pairing system

Please fix your pairing system. Stop pairing us with passengers far far away. Set a limit, say maybe within a 4km radius. There are so many requests which are literally out of our reach. Would it be reasonable for us to drive 5km to the passenger's location, and then drop him/her off at a location 4km away? All for a RM5 to RM6 fare?

4. Pick up location

Please remind passengers to state clearly their pick up location. A good example is 1Utama. There are so many cases where the passenger requests for a pick up at the New Wing, only for me to find out that he's actually at the Old Wing. And as a result, I get a good scolding from him because I have somehow wasted his time. Is that fair to the driver?

Please educate your passengers about setting the right pick up location. Remind them not to trust the automatic locationing so much. It's not that reliable as you might think it is.

Also, passengers must be reminded we might be blocking traffic while waiting for them to arrive from the other side of the building, or letting them finish an artisan Green Tea Latte. That's why it's important to BOOK WHEN READY TO GO! There are times when we literally have to make a huge round trip just to get back to the pick up location. And then only for the passenger to complain because we are late. How fair is that?

5. Drop off location

Please remind passengers to absolutely sure about their drop off. If they have a specific location, please tell them to state properly. If they are not familiar with the location, please remind them to inform us so that we can better prepare ourselves for the trip. And if they ACTUALLY KNOW the drop off location, remind us when we are actually near for courtesy sack. It makes it easier for us. Win-win for both parties.

6. Cancellation Fee

Please implement a cancellation fee like what Uber did. Is it fair for passengers to cancel their trip while the driver is already 50% onto the pick up location? Sometimes I even have passengers cancelling on me literally meters away. Who's going to compensate me then?

7. No food and drinks policy

If the passenger absolutely needs to eat or drink in the car, then at least he/she should ask for driver's permission first. Their left overs and spills might disgust the next following passenger. Because it reflects bad on the driver.

11 Jun 2018 at 1532PM

Rewards starbucks wrong redeem by starbucks staff

With reference to your customer agent name Suriyani or Suree on 11 Jun 2018, I have proceeded to Starbucks branch at KLIA 2.

I have spoke and informed Staff name Hafiz of my intention to purchase free redemption of any tall size drinks at Starbucks promo with deduction of 500 points from Grab App.

The staff seems to have no clue and blur and quickly grabbed my phone and purchased 500 points.

Later they charge my drinks with additional RM11. When I argue, he said the reward all about claiming RM5 off discount. There was also another staff siding with him and claim only RM 5 discount.

I have already made purchase and I can provide all details but seems that with my prompt action I have made call to your representative but no action taken from your side even after she promised she will.

I need to get proper compensation for my losses and inconvenience through this very bad experience.

My details
Chuyee
[protected]@gmail.com
[protected]

Hi, I have an extremely unpleasant experience with one of your grab driver / advertiser today. He conveniently cut queue at mcd drive through lane, and even after I went down, knocked on his window n had a conversation to tell him the queue line doesn't start there but he has to go one round to queue, he stubbornly refused to. This type of behaviour is so unacceptable and damaging to your brand. What kind of company is this guy representing with all the grab stickers on his car. Does Grab go through and review all your car advertisers? Attached is the car fyi. Please take some disciplinary action towards your driver who obviously doesn't care being ethical at all.

Driver name: SIEW KWOK KONG
Car No: TOYOTA VIOS WYL 8821

When my dad board his car, the grab driver chase him out from the car with the reason he is not the person that call the grab. My dad was a Singaporean and don't even have a internet data for him to call a grab. So, the driver cancelled the booking straight in front of him and accept another booking. This solution are terrible and stupid as a server and he really had a bad services. This causes my dad missed the bus back to Singapore and need to buy another ticket again. I feel shame to have this kind of server in service line and I hope I won't meet a grab driver like this again. Hope you give me a good explanation and solution on this.

16/06/2018 @ 21.27pm chinese driver drive against traffic coming out from i-residence cut thru persiaran multimedia toward lorong keluli. By right the driver have to make u turn, but due to lazyness.
Even the rela personnel try to stop him, but he still hit the kon as you can see at the attached photo.
Appreciate grab to take necessary action to this irresponsible driver (road bully), that may risk other road user.