Via User Reviews

Reviews Summary

Top reviews

MAJOR SCAM!!! The one time there should be a minus starring system

The worst service I’ve ever experienced in my life, of any sort, hands down, cannot even compare it to anything, and I’ve tried, I’ve given it several chances! Drivers don’t pick up the phone, cancel after 15+ minute wait, one after another! Yesterday I waited two hours in the same spot after them switching one driver to the next that’s even further away, saying random times of pick up arrival, yet drivers getting further away continuously. This is a major SCAM, as ripoff doesn’t even begin to explain it. I’ve had one decent ride with them in two months, no exaggeration, everyone else has either flaked or was unprofessional, mostly flakes at this scam though, which doesn’t even make sense as it’s as expensive as Lyft or Uber, and even charges you various other fees.
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Driver issues

I’m sure the service is good for most people, my first time trying it was with a friend. The pick up time wasn’t bad at all, about 5-7 mins waiting downtown is the average. Unfortunately that’s where my good experience ends. The driver was distracted the whole ride, she picked up a phone call from I don’t know who and proceeded to order an Uber for someone else. I don’t know if they were doing this to drive up competitor prices like Uber did with lyft. But that’s besides the point, the driver was super distracted by her phone and even swore when she saw the pickup price for the Uber order. I genuinely could not wait to get out of the car and complain to my friend about the experience. I will most likely never use the service, unless they hire drivers that at least care about being professionals.
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Too cheap to Lyft Private ride? Too frustrated with Uber Pool?

Via is the actually affordable version of a black car service while having the proper navigation system that gets you where you need to go. I’ve taken Uber pools before where I’ll be heading home when all of a sudden a pickup pops up on the opposite end of the city-basically getting me home an hour later than if I had just taken public transit. Via has the best navigation system as far as I’m concerned. Pickups are actually on route to your destination so that you waste little to no time picking up other riders while paying pool prices for private ride convenience. A+++ for via
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Didn’t tell the whole truth

I saw they had a viapass but saw it said Manhattan, so before purchasing I emailed via and asked if I could use the pass in Queens, Bronx, and Brooklyn. The representative told me that it does cover it and just to make sure I gave specific locations which he answer yes it does cover it. I said great and I purchased a week viapass to give it a try. I ordered the car (which takes forever to get to you) I didn’t notice anything unusual because I’ve only used via once before. I didn’t know what it looked like to use a pass so I confirmed a ride. Come to find out it does not cover boroughs. It only gives you a 10% discount. The representative failed to tell me this when I asked him twice. I took two rides. I rarely go into Manhattan. So I was changed the two ride (-10%) and the weekly pass which is around $70 so in total I spent $100 on something I was lead to believe would give me 4 rides a day anywhere in New York. I contacted customer support but have to wait up to 48hrs...very bad experience.
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I love VIA!

It took me a little while to get used to setting Pick Up and Drop Off, but now it’s a breeze. I have been using VIA for over a year and have never experienced any of the bad things some reviewers mentioned. Yes, you have to build in little more time because it is a ride- sharing service, but longest wait time ever was 15 minutes. Most of the time it’s 6 - 8 minutes or less. I find the drivers are quiet unless you want to talk to them. I’ve never had anyone who was rude. You expect pickups/drop offs on the Avenues and sometimes the driver may turn onto a cross street, but when they say your car is here and you don’t see them, you can immediately call the driver (or they will call you) so you can find each other. You can go from Soho all the way to 110th Street for $5.99 + tax. You can’t beat it. I really love VIA way more than Uber or Lyft.
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One to many chances

I have ridden with Via multiple times. So far over 50% of my rides have been horrible! Either the driver is completely lost, or they are rude. It seems like when I have written Via about this, which has been 2 times now I have received NO response! I kept giving Via a “second” chance to see if it could have just been the drivers I have gotten. I am getting confirmation that this is always an unpleasant experience. This ride I am taking today will be my last ride. How do you pass a pickup spot by 5 blocks? I just don’t understand. Maybe it is the lack of care. I do not expect a response because I have not received one before. Hard to believe, but I typically do not complain and can be easy going. My driver today, flat out ignored me when I asked if she was familiar with a certain route. I was asking because phone reception goes out and I want to be helpful. She simple did not even respond. Then I said “hello?”, nothing, finally I say “ma’am?” And then I get a look from her. Thanks...I’m done.
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This app is garbage

I used this app for the second time today and call in a driver. This app automatically picks a location and makes u walk to your pick up location. First of all, I think that’s stupid. I should be picked up from my own location. Anyways, so I walk to the location I’m suppose to be and since there was snow and lots of call, I couldn’t identify where my driver was. So I called and it took the driver about 7-8 rings to finally answer. I was by a corner of two street. That’s where I was told to be by the app. Keep in mind it’s a normal street with traffic lights. In the traffic light , there a police officer waiting in red light. My driver says (on the phone) “listen I’m not gonna stop there because I don’t want a ticket because of u, so u have to move. Move somewhere else” and I’m like “what?” He then doesn’t even pick me up. I had to cancel the trip. Also In the car description , it said dodge but he wasn’t even driving a dodge. It was a van... horrible communication, horrible customer service, and this app does not seem safe at all. I’m going back to UBER or LYFT.
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Great ride

Car was clean. Smelled good and was playing classical music. It was a nice touch.

Good but needs improvement

DC Customer. I’ve been using Via for over a year in DC. I’ve seen improvements with the app. The estimated wait time has improved, but is still bad. I expect to wait TWICE as long as the app says. The estimated drop off time is always wrong. I expect to be dropped of 10 minutes LATER than what the app says. The routing is TRASH. It often leads me through more traffic. The cars are ok. The drivers are ok. Most are not familiar with DC and follow the poor routing.

The pricing has gone up and up. That is pure garbage. While it’s still cheaper than other ride services, the price increases are unwarranted because there are in minor improvements in service.

The worse thing about Via is not knowing where you’ll be dropped off. That level of uncertainty is a travesty. Riders need to know BEFORE they book the ride.

Actually, the worse thing is that Via doesn’t go to ALL parts of the city. DC is a small city. There is no reason why we are limited to a small section of it. No reason at all.

Overall, the drop off uncertainty, long wait times, poor routing, inexperienced drivers, and limited service it makes Via seem SUBSTANDARD.

HOWEVER, I like Via a lot. A. LOT. It’s affordable. And that is huge. The affordable ViaPass is crucial to my happiness. It takes me where I need to go. I recommend the service, and hope for speedy improvements.
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I love Via

Via is my hands-down favorite ride-share app. The drivers are prompt, professional and decent-which is a necessity when traveling across NYC. Without Via, the transition to a new high school across town would have been a nightmare and a deal breaker -(given the current state of NYC subways). I also trust Via with my teenager -when she needs to get somewhere on her own. She was also treated kindly with a recent sports injury. Via support team is appropriately responsive in the rare times there is a glitch (even when it’s my my error). I recommend Via whenever possible to colleagues, clients, friends and family.
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