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My 7 year old daughter and I were picked up around 10:41P on March 11 to be dropped off at the Ritz Carlton-Pentagon City in VA. When the driver was on his way I noticed in the Empower app he wasn’t following the suggested route on the map. We met him outside with luggage and he agreed to let me use his trunk. My daughter hopped in the vehicle as the driver popped the trunk from the drivers seat and I started to walk to the back of the vehicle with the suitcases but he forgot to put the car in park so the vehicle started to roll back. He hopped back in the suburban and slammed on the brakes then shifted gears. My daughter was frightened and I was in shock. We finally are on our way and he again is not taking the suggested route on the map. His music is way too loud and he’s joking with my daughter that he’s going to to take her home with him. We get to the Ritz Hotel and he’s taking the luggage out. He hands me the large suitcase and he was about to hand over the mini suitcase to my daughter but hesitates and asks her, “I thought you were coming home with me. You aren’t coming home with me?” So I go to grab the suitcase from him and he actually has a slight grip on the handle but he sees my intent and finally let’s go saying, “Have a good night” and leaves. I emailed Empower twice and tried to call but have not heard back. The safety of their customers doesn’t seem to be a priority! Stay away!

Ok the only pro about this app is that it is slightly cheaper than Uber or Lyft, but this app has soooo many cons, for starters most of the drivers are all slow and seem uneducated, they are super rude and always have an attitude, I had an incident where my driver canceled the ride and hung up the phone on me when I was trying to guide him to where I was. They have no patience. Another con is empower will give you a estimate on how much the ride will cost then when you finally get a driver after at least 5-15 minutes of waiting for someone to accept your request they will bump the price up at least $5-$10 more which is crazy, then you’ll have to cancel because who wants to pay $15 for a 8 minute drive, and you’ll have to find a new driver. Another HUGE con is their thieves, they stole over $95 in the span of 2 days from me because they decided they wanted to start taking $15 from your account as a “hold” to make sure the drivers get paid, but they charged me for the ride already and still take $15 that I still haven’t received back. This makes no sense because why take $15 when the persons card will decline if they don’t have enough funds! This whole app is trash and their company, I need to find a new ridesharing/riding app ASAP!

Both my friend and I were recently locked out of our accounts. We both reached out to customer service (separately) and were told the same thing — that our accounts were flagged for fraudulent activity. I asked customer support what information I could provide to unlock my account, but was simply told that my account will remain locked. I see several recent reviews on here that say the same thing. The automatic response from the developer then is that they have the right to lock out any rider who attempts to create multiple accounts to take advantage of promotional offers. I have never even tried such a thing — in fact, all I ever did was refer my friends to the platform and encourage them to give it a try. So I actually got them more business. It’s a pity that customer service won’t hear me out. Empower has the poorest “customer service” I have ever encountered. I’ll make sure to get rid of this app and encourage my friends to do the same.