The Keen Group Reviews 45

Very poor experience. Booked the car to the airport, got a booking number so assumed it would arrive at 5:30am. However after a no-show, I called them to be told the booking was cancelled as my card was declined. Nobody told me, so I had no reason to think the car wouldn’t come. Needless to say it was stressful getting a replacement uber so early. Will never use Keen again

It was hard to sleep but definitely comfier than other coaches I've been on! On the way back I discovered a foot rest! 4 stars!

Booked a cab to take to Hurley Clinic, Kennington Lane. This is not in the Congestion Charge. I was told when I booked the cab that a fee of £15 for the Congestion Charge was payable. I needed to prebook the cab and only found out it was not in the Congestion Charge zone afterwards. This is a con.

Controller by the name of Mina cancelled my booking by insisting I need an estate car to travel even though I am travelling as 1 person with 3 bags.

I travel regularly globally and use many car companies. I ask for a wheelchair solution on their app and they have none.

I asked for a solution and she yelled at me. Totally unprofessional. Said she is the only person in the building who can send cars out. Did not want to escalate to a manager as she indicated there is no manager there

Do not use at all

Never had such unprofessional service.

No show: called was still 20 mins out. Cancelled as would have meant I missed the appointment

Having booked a cab for after a concert at Wembley stadium, a week earlier, they cancelled at the time of booking. I got 3 texts, one said it was 60 minutes delayed, one said cancelled another said a different car was coming. All from different numbers.
I called them, a recording said my booking was still good, but on talking to an operator they said they hadn’t been able to find a driver…
I used to use Keens a while ago and thought I’d give them a second chance. Mistake.

Pre-booked and prepaid the day before travel but they didn’t turn up. One came too late after many calls to the controller. Stressful situation trying to arrange a last minute alternative to catch a train. Not reliable.

I used this company a number of years ago and it was great. Not sure what has happened but will absolutely not use again. Had 3 people in a large car and they charged extra for 'excessive luggage'. Were very aggressive about getting car payment before i got out of car. I felt very intimidated. Car was filthy and driver was rude. I try to support local businesses but will be sticking to Uber in future.

I telephoned the company about 11.15pm and was told the taxi would take about 15-20 minutes to arrive. It did not. About half an hour later, I phoned again, having noticed from the tracker it was nowhere near, and seemed to be getting further away. The person I spoke to said that she would contact the driver. However, she could not get hold of him, and sent a second car. This also did not arrive, and the tracker indicated it was moving away. Once again, I phoned and was told by the person I spoke to he would phone me back. When the phone rang it was another person from another taxi firm - TKG had apparently, without consulting me, handed the business to another firm. When. I explained the background, the man from the new taxi firm was very apologetic - even though it was not his fault - and he promptly sent round a car to pick us up within 5 minutes or so. In the car, I appeared to receive a text saying the second car was now outside. Over an hour after I had first telephoned. Too late. I shall NEVER use this firm again.

Booked a cab the night before - sent a link to pay so thought all fine. In the morning - no sign of the cab. When I rang to check they seemed to have no record of it , then told can would come in 15 minutes. I cancelled and got an uber - cheaper too. A real shame - they swallowed up some good local cab firms. Reliability is a non negotiable when a taxi is pre-booked - in my case almost missed a train.

Easily booked online for a 3 AM pick to go to the airport. Driver texted in advance that he was on his way. Pick up was prompt and the journey went smoothly. The driver was excellent.

Will definitely use again

Poor. Booked a taxi from E14 to Heathrow airport. Didn’t arrive at booked time even though I’d made the booking weeks before. Had to book an Uber instead. Contacted office and they couldn’t get hold of driver. Driver eventually turned up 12 minutes late (I’d left already). Not good enough when you have a flight to catch, which they would have seen from the destination:

I normally would not write a review as I have ordered Keen for years! I always get the same driver, very unprofessional, always talking on his phone and telling me to ‘shoosh’ when I ask him a question!! This is the last time I will ever order from keen after the driver said he could not drop me outside my destination and I had to walk! This is after I paid an extortionate price for a short trip! The same driver picked me up at 4am one time, and all he did was talk and was so aggressive! I called Keen and told them never to send me that driver again, but it’s fine as I will never order a cab from them again

What a shitty company after 45 minutes waiting finally i got my cab when I ask the derive why so late he said I got the the job 10 minutes a go and I was around the corner for the past 50 minutes. even their driver wasn't happy with the the keen group he said the controller treading the driver like shit so that's why not much driver working with this company most driver prefer to work with bolt and uber then working with the keen group because the controller talk to them down .

28 October 2024 I was waiting for my pre-booked car to arrive (this was term time so for some mysterious reason, Keen had overlooked that fact) and I had a 09:20 hrs appt with St. George's Hospital. The driver was already 15 mins late and delayed things even further by refusing not to park outside my flat on the side of the busy road, for fear of getting booked (when other drivers had no issue). I was also using a medical walker as I had a work-related accident in August. The buffoon then drove to the opposite side of the road and expected me to hobble across the road into oncoming busy traffic...even after I was dropped off and complained to TKG to get a refund or place it on my account for a future booking, they still have not contacted me. Don't even apply for a job with them either, I did and it was a unsettling experience.

Booked by phone the previous day and advised there was a (reasonable) minimum charge for our short journey. The clean and spacious taxi was on time at the railway station, with a timely text message to tell me the colour and registration number of the car. The driver knew exactly where to drop us to minimise the length of the walk to our parkland destination. Minimum charge as advised on booking. I recommend this taxi company.

Booked and paid in advance for an early morning pick up at 6.20 and drop to the train station. Timed my cab to get there in time to wrangle luggage to platform etc. At 10 past they sent a message to say cab would be 15 mini late.....at 20 past I called to find out how long and they said they would be a further 15 mins, gave an excuse about traffic ( there was none) if I make a booking IN ADVANCE AND PAID then there should be no wait. I had a train to catch

Eventually I got an Uber in 2 mins and cancelled Keen. Shame I been using them for decades but they've changed and service gone downhill.

If I could pick zero stars I would. Terrible service unable to book my cab from the airport via the app. So I booked online. I arrive at the airport at 6:25 am and no car is waiting. I check the app my booking has been cancelled. There was no notification, email or text to confirm the booking was cancelled.

The operator says not to worry they can rebook and a car will be with me in 10 mins. 40 minutes later I am still waiting. The car finally arrives at 8:15am almost 2hrs after my flight landed. Terrible unreliable service, rude operators, so blase and offer no apologies for terrible service. There’s a reason I stopped using Keen Group. Expensive service with these unprofessional clowns. Dont book with these clowns book with Addisonlee.

Waited nearly two hours for a cab from the hospital was left standing out in the cold without notification. I had to keep calling for them for them to tell me 20 mins for over an hour. Wouldn’t recommend this company totally unreliable and unprofessional. I had to call am Uber in the end will never use this company again or advise anyone to. Waste of time and money.

There isn't a no star option.

Ordered a car the night before for 7.20am to get me to the office for an early important meeting i was running.
Advised at 7.10am that the driver were approximatly 15 minutes late (not a real issue)

Called at 7.45 to find out where they were to be advised that the car was 10 minutes away and another drop off had delayed them.

Eventually arrived 8.05 (45 minutes late) and as a result missed the key meeting I was hosting.

Sent complaint in via email to customer services and booking email addresses and zero response.

Avoid like the plague is my advice, unreliable and unresponsive to complaints