UTA On Demand Reviews

To clarify this is a leadership issue not a driver issue. If this was a driver issue there would be a driver in the first place but half the time there isn’t a single driver available on my phone. This is not an issue with my phone as several other people I know who use your app are saying the same thing. If I didn’t have to get to work in an area UTA closed the bus route to I would have quit this ‘service’ faster than you can say jackrabbit. As it stands I have to spend anywhere from 10 to 40 minutes tapping on my phone waiting for UTAOnDemand to find a car. Not for the car to arrive but to actually find a car that will eventually get to the pick up location where it will eventually get me to work and this is half the time. That’s 50%. 50% would have gotten you an F during my high school days. As it stands I would rather spend 30 minutes getting my exercise power walking to the nearest bus stop than waste my time trying to find 1 ride for 40 minutes. I would not be surprised if someone could run across that tiny area UTAOnDemand operates in less time than that. It isn’t like UTA is unaware of the situation as UTA has been notified by people I know and every time I open UTAOnDemand it tells you that UTA is very aware of where the traffic is high. At the moment I cannot recommend UTAOnDemand to anyone.

Yesterday I booked a ride with 12 minute estimate. Then it jumped to 16. Each increment increased as we counted time by watching public busses drive by (at 30 minute intervals). Then we got notified that the driver reported being at the pickup point. He wasn’t. And he supposedly was there two minutes already.

So I hit the call driver button. UTAOnDemand may have cancelled my ride at that point- if it did that’s shoddy design. My phone died (low power) and then a few minutes later the driver arrived, spoke to me, calling me by name and left me answer my minor child without letting us board.

He told us to call dispatch. I couldn’t use my phone to retrieve the number and he didn’t supply it. My son can’t install apps and didn’t have the number either. So stranded we were and I’m in an orthopedic brace equivalent to a walking cast.

For the record, I had spoken to via customer support twice earlier (yesterday). Both times they disconnected the call by sending me to their survey without helping me.

They truly earned the lowest possible score in any survey I can give.

I’ve been using UTA Demand since September to go to work since I can’t drive yet, I have work early in the morning and depend on UTA to get there, I hadn’t had any problems until recently when I’ll get a ride saying it’ll be there in 18 minutes but in reality it never comes and I’ve been late because of it, not to mention the drivers drive extremely fast and makes me feel unsafe, I was trying to get into my account but now it won’t let me. If you manage to get a ride expect a 10 minute delay or more, Honestly horrible

If you are planning on using this ride service to get to work, an appointment, or any other prior obligation in which you need to be on time. Don’t do it. UTAOnDemand will lie to you and tell you “drop off by” a time, and in reality they don’t tell you they’re going to pick up 3 more people, be 10 minutes late to pick you up, and drop you off 30 minutes after the time they told you they would

SCREW UTAOnDemand and SCREW these people. They do and say whatever they can to calm you down without ever planning on addressing an issue.

I don’t know if it’s just my app but it’s sometimes taking away the ability to see eta for the drivers picking me up and me getting to my destination while I’m in route. I’ve restarted UTAOnDemand redownloaded and it’s still a problem. Drivers shouldn’t be allowed to have their phones out for personal use I tried to call my driver and he up me to voicemail when I finally got in he was on the phone talking to a friend. So he declined my call :-/
I am really mad your customer service number isn’t working anymore, I find it extremely frustrating to call a number for support and only get hung up on by a machine.

I’m typically generous when it comes to stuff like this, but after today I can’t be. I just watched a woman cry because she very nearly missed her uncle’s funeral because this service ignored her need for a wheelchair, and arrived 50 minutes after her request for a ride.
I’ve had similar experiences, at one time waiting more than 3 hours for a ride that would have lasted 15 minutes. If it says any more than 20 minutes on your wait time- be prepared to wait as long as 30-45. When you actually CAN get a ride. I can tell you, waiting hours in a freezing winter has made me sick on multiple occasions because of the misleading times.
Unless you have the time and patience for a very long wait time (I had one instance where the rider never even showed up, despite the fact UTAOnDemand said they were 5 minutes away. They did not replace my ride even after I called them) this service is NOT for you. The prices may be attractive, but not worth it.
If you have a disability or injury, this is another issue. As I said before, they are rarely accommodating toward wheelchairs, and even upon notifying the service of previous injuries, the drivers were never notified.
I can say the drivers are usually very nice people, and as accommodating as they can be, despite how screwed up their service is.

App didn’t work on my way home from a late shift. Then the next day my account was deactivated. When I called UTA demand they said it was a billing problem and I needed another payment. Nothing was wrong w the card. Then I called again they said something wrong with my card and to call card service. Called card service and confirmed nothing wrong on their side. Deleted payment and app and reinstalled.. account deactivated.. called again, same thing “it looks like a billing issue with the card” tl

There is something wrong w UTAOnDemand . I called multiple times to get account reactivated and they can’t even manually take payment. In the mean time I have to go back to other means of transportation. I really loved this service till now

UTA clearly doesn't check if the driver can actually drive before they are hired. I regularly see UTA drivers run stop signs, cut people off, text while driving, etc. and I recently was T-boned by a UTA driver (off duty in their personal vehicle) who had failed to yield at a left turn.
Additionally, UTAOnDemand will often say that there are no vehicles in the area, as I watch a van drive by. When there are vans available, they will take forever to arrive, and the estimated time is never accurate. I once got a notification that my ride was five minutes away, so I went outside and was waiting in freezing weather for 20 minutes.
Overall a bad system, bring back the busses and add some light rail to southern Salt Lake County

It is ridiculous how horrible their system is. They want to offer a service without investing on it. They never have enough drivers and the wait is crazy. Sometimes we have to wait 45 min for a ride and the driver stays stuck in a random place for over 10 min leaving us in the cold. If we are lucky enough to book a ride. I was harassed twice by drivers, my personal info was used to find my social media profiles and they tried to get in touch with me without me having even talked to them during the ride. I sent a message to UTA and their response to me was that they would “investigate” but never got back to me. Their app is constantly stopping working, and when we call on the phone they say there is nothing they can do.

I’ve had quite a few instances where a ride was supposed to show up in just 10 min and seemed to be a reasonable distance away for that time. Then the ride never shows up for ages, the map shows the driver in random locations (this is not the driver for sure), and then claims my ride is here even when it is most certainly not and it’s been over half an hour past the wait time. It’s atrocious.
Especially considering how the few times it did work it was very helpful and convenient.

The IDEA for this service definitely has a lot of potential but UTAOnDemand and system definitely feels so poorly made that I question what’s going on with UTA/Via. Is it just a new system? A new app? Or is it just bare minimum effort? Either way I DO NOT recommend this service as it is unless you need it.

When I was trying to get home tonight, I had another Via ride go awry. I was scheduled to pick up my ride at 9:50 PM at the daybreak Parkway Station. however, the van arrived about 7 to 8 minutes early. she didn’t wait until the scheduled departure time and she left about one to two minutes before my train arrived at daybreak Parkway. When I tried to get another ride I had to wait 40 minutes for the next ride.

The on-demand service has been available now for five years. The South County zone was the first zone to be established. The service has just gotten progressively worse and worse and worse over this year. With the combination of increasing demand and writer ship to algorithms that are not keeping up with with the enhancements and changes, I just wish either Uta or Via would do something to make it work for more people.

Awesome that this is even an option for such a good price! Not the most reliable though. Many times I’ve tried to book a ride and they take 10+ minutes longer than they’re supposed to so I’ve had to cancel because I would’ve missed the Frontrunner to get to work. Ordered an Uber instead. They get really busy and are in high demand so you can’t book a ride, which is fine. Means people are using it. Just need to be more reliable on the time frame of pickup time.

UTAOnDemand seems to conveniently not allow me to give ratings specifically during times the driver wasn’t nice to me. Yesterday, I had a driver in Tooele who was rude to me after arriving late, telling me that I was standing in the wrong spot for pickup even though I was right where I was dropped off initially. It was completely uncalled for, especially when there were no signs for pickup posted anywhere. I went to give this driver a rating, but the prompt never came up despite it coming up for the driver before that. When I went to send feedback, it told me I didn’t have an account associated with e-mail even though my e-mail address is in the account and I have an e-mail app on my phone. This needs to be fixed. I should be able to rate every single driver I get without any issues.

At times the drivers don’t understand much English and speak Spanish, but they know how to get you to where you need to go and that’s what is most important. Also, I’ve seen some lazy drivers that would rather leave you than get you to your destination. The service is necessary for those homebound and fortunate or privileged enough to have mobile phones, so that they can get to and from work especially, though it would be nicer to have something more reliable… Thanks for the service anyways.

This service has been a pleasant experience for the most part. There are occasional times that it takes too long (>45 min) to get a ride. And there has been a driver or 2 that doesn’t show, which was frustrating. But overall, I appreciate that the service is available.

UTAOnDemand isn’t as friendly as Uber or Lyft, but it is friendly if you’re trying to route yourself from a bus stop to home and are riding on your bus home. I really appreciate being able to request a ride from a place I’m not quite physically at yet, and the convenience of being dropped off at my front door without having to pay exorbitant fees from other ride share programs. Leave the car at home and rely on UTA!

I like it even though it has issues every once in a while. If I could add something to it, I would like to have a feature that automatically books a driver for you at a time you set later in the day. It would be convenient but probably tricky.

usually it’s is great but luis is horrible. i’ve had him drive me a couple times but he has made so many wrong turns and takes twice as long as it should take. he also hit a curb once. he said he was here but on the map he was on the other side of the city. luis is not great.

I use a Salt Lake Community Onecards to get to the TRAX stations in Daybreak and Draper as well as the FrontRunner station that’s also in Draper. However, despite UTA saying that the SLCC onecard provides access to most of their transit services which includes UTA on Demand, the driver denies it as soon as I show it to them. This is making me think twice about this service, but this is my only transit option to the TRAX/FrontRunner stations because I don’t have a car yet. UTA really needs to educate their UTA on Demand drivers that SLCC onecards can be accepted, otherwise I’ll have to face the risk of being late to class…

My 16 yr old daughter had her 1st Via ride today and her driver put her at ease and brought her home safely and quickly. From a mom who was raised to be anxious about public transportation….thank you with everything in me for getting my daughter home when I couldn’t go get her!