Hand on heart I generally like this company and most of the time they are well behaved but, they have employed some super snotty females that have no idea what good customer service means. I'm not precious and I give people / companies the benefit of the doubt but messing something up as simple as a taxi bookings, really that's pretty unacceptable. When I order a car at 3pm that doesn't secretly mean I want it at 4:30pm. No apology. No how can I help you, just attitude (from the female.) I did however get an apology from the young man I spoke with thereafter. For all they know I could be disabled and this could be my only means of transportation, but it seems to matter not and that consideration for other is rather low on the agenda. It's actually rather funny, their recorded message says that they record all calls because giving excellent service is important to them (or something along those lines). They might want to have a listen to those recordings sometime then. read more

The effort Keen puts into their customer service, speed of delivery and convenience deserves an unsolicited positive review. I've been using car services in London for two years; it didn't take me long to discover the drunk ("night") bus is as fast as a turtle, and as pleasant as .. the antonym of pleasant, really. The night bus is just a nightmare. Avoid it, unless you have a short commute, are a buddhist monk, or are a special type of drunk. The black cabs are expensive, arrogant and only sometimes a good experience. The ability for a taxi to say to someone from a half-open car window (when his taxi light is lit): "Sorry mate, I'm not going that way." is enough to invoke one to keep an alternative option in his or her pocket. I don't think the black cabs should be encouraged to act so brazenly. I've used various car services in London for that reason; holidays, late nights, tube closings and strikes necessitate one know the options. After using three other car services regularly, all of whom are OK, and one of whom I've reviewed, I will now say The Keen Group is the group I'm most keen on. They come on time. They hang around Central London waiting for calls. They text me when near, they call me when looking for me. They take minutes to arrive most of the time, and if it takes longer (15 minutes is the worst I've seen), they come as they estimated. Best of all, they have a little app that you click a single 'Booking' button and the GPS confirms your location, and soon, they're there. I was skeptical, but I used it several times and it works. I used it a few minutes ago, hence this review. I'm pleased. The drivers are polite and seem down-to-Earth. None of the Black Cab arrogance. Unless something changes, just use The Keen Group. They cost a fraction of a black cab cost. Please use them (and other car services), stop using the overpriced and disagreeable black cabs, and stop looking at the Last Tube times. Start living -- today. Thank you, Keen Group. read more

We reserved a car (two weeks' prior) to pick us up at the Marriott Kensington and take us to Wembley Stadium and then back to our hotel afterward. The day of the pick up, The Keen Group called to say the driver couldn't find the hotel (how do you not know where the Marriott hotel is on a main street downtown?) and was waiting for us a couple streets away. So we walked in the rain to get the ride. If that wasn't bad enough, no driver picked us up afterward. When we called to ask where our driver was, they said he turned around and we would have to call a taxi on our own - they really could have cared less, no help no apologies. Because there were no taxi's available - busy Saturday night and we were 25 miles from our hotel, we waited at a restaurant until we could get an Uber. I would NOT recommend this company and I'm not sure how they are still in business. read more

Very poor service. I ordered a cab this morning and they said it would arrive in 15-20 min. After 30 min I called and the said 5-6 min then after another 20 min it arrived. I'm surprised companies like this survive with uber around. I complained and they couldn't care less I used to use this company for years. I even know their number off by heart. Further more they are always more expensive than everyone else. I don't mind that if they are on time Gradually the service has got worse over the last few years I will never use them again Be warned read more

Having used this company around 30-40 times per year for 10+ years, I've decided to part company with them. Their drivers have go worse, and their customer service when things go wrong is pretty bad. Anybody got any suggestions for a good airport service from central London?? read more

Sadly this company whom I've been using happily for many years let me down really badly recently. I booked an early morning cab on the day before my travel to Europe but at the appointed time no cab turned up. I received no phone call nor message. When I telephoned the company their reason was that there were no cabs available and that everyone had gone home! It seems unbelievable that a reputable company can allow this to happen with hardly an apology. I've waited for a couple of weeks hoping that the company would give me a proper explanation and apology but I've only received a computer generated response to my complaint hence this bad review. All I can say is - if your journey is important DO NOT USE THIS COMPANY. read more

I wouldn't rely on these guys for a second in an emergency if your going to the airport or hospital DONT USE KEENS , I used to pre book a taxi every day, giving more then 24 hour notice, to take me and son to school every morning as I'm ill and everyday they came late, it got to a stage I was ordering the taxi for 8:30 to take me 4 mins up the road but THEY still came late with no phone call to warn you or allow u to make differwnt travel arrangement my son was late everyday for nearly 2 months even tho I prebooked the car, I complained a numerous amount of times requesting to speak to the manager but the staff have a blaze attitude, and they just fob you off, I'm not a complainer but I was paying £9 everyday to a company that don't do what they advertise and have no regards to the customer, I have since gone to uber taxis and they are so reliable plus u can see where they are and of your not happy u get a response from the head quarters KEENS is a no no ur better off going back to Addison lee or KV CARS read more