Veo

User Experience Report

Week of April 21st, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

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Veo

Top Insights This Week

Week of April 21st, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
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All Insights

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TOP INSIGHTS

A weekly roundup of Veo's key feedback

1

Payment Issues

Many users report being overcharged or facing issues with payment methods, such as being charged multiple times or not being able to add payment methods. Approximately 20% of users seem to be affected by these issues.

I was overcharged for a ride and customer service refused to refund the difference.

2

App Functionality

Users frequently encounter problems with the app's functionality, including difficulties in ending rides, inaccurate GPS, and issues with the signup process. These issues affect around 15% of users.

The app wouldn't let me end the ride, and the timer kept going, charging me extra.

3

Scooter/Bike Condition

There are numerous complaints about the poor condition of scooters and bikes, such as dead batteries, faulty brakes, and stuck throttles. Approximately 10% of users have reported these issues.

The scooter allowed activation with a critically low battery, ruining the ride.

4

Customer Service

Users express dissatisfaction with customer service, citing unhelpful responses and unresolved issues. This affects about 10% of users.

Customer service reps were not accommodating when I requested a refund for a ride I couldn't use.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Lime
Lime receives a mix of positive and negative feedback. Users appreciate the convenience and fun of using Lime scooters, with many praising the ease of use and availability. However, there are complaints about app glitches, overcharging, and issues with parking and scooter availability.

#2 RUNNER UP

Lyft
Lyft has a wide range of feedback, with many users praising the service for its reliability and friendly drivers. However, there are significant complaints about high prices, app issues, and poor customer service, particularly when it comes to resolving payment and ride issues.

#3 Straggler

Veo
Veo receives mixed feedback, with users appreciating the convenience and fun of the service. However, there are numerous complaints about app malfunctions, overcharging, and poor customer service, with many users expressing frustration over unresolved issues and unexpected charges.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Lime
#1 Users Choice
Lime receives a mix of positive and negative feedback. Users appreciate the convenience and fun of using Lime scooters, with many praising the ease of use and availability. However, there are complaints about app glitches, overcharging, and issues with parking and scooter availability.
Lyft
#2 Runner-up
Lyft has a wide range of feedback, with many users praising the service for its reliability and friendly drivers. However, there are significant complaints about high prices, app issues, and poor customer service, particularly when it comes to resolving payment and ride issues.
Veo
#3 Straggler
Veo receives mixed feedback, with users appreciating the convenience and fun of the service. However, there are numerous complaints about app malfunctions, overcharging, and poor customer service, with many users expressing frustration over unresolved issues and unexpected charges.

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Nuggets

Major Highlights of the Week

Unlock Fee Issues
The unlock fee is charged per ride, making group rides impractical and the resolution process for ride issues inadequate. Users face a $5 charge to resolve mid-ride issues due to slow and unhelpful FAQ resources.
The unlock fee per ride makes group rides useless, and resolving issues mid-ride is costly and ineffective.
Payment Problems
Users experience unauthorized charges and difficulties adding payment methods, leading to account bans when disputing charges. Payment errors, such as zip code issues, result in lost funds and unresolved support inquiries.
I was charged multiple times per ride and banned after disputing charges, with no clear resolution from support.
Ride End Errors
The app fails to end rides properly, causing continued charges even after the ride is over. Users are charged for time when scooters are non-functional or in no-ride zones, with no refunds for these errors.
The ride timer continued after ending, charging me excessively, and the scooter died mid-ride.
Deposit Refund Policy
The app requires a non-refundable deposit, which is problematic for users who only need a single ride. Unused deposit funds are not returned, leading to dissatisfaction and perceptions of unfair practices.
I had to deposit $10, but only needed one ride, and the rest of my deposit was not refunded.
Scooter Availability
Scooters are often unavailable or not displayed accurately on the map, leading to frustration and wasted deposits. Users find themselves unable to locate scooters despite the app indicating their presence.
The app showed scooters available, but none were found, leaving my deposit unused.
Safety Concerns
Scooters have critical safety issues, such as stuck throttles and non-functional brakes, posing risks to users. These mechanical failures lead to dangerous situations and inadequate responses from customer support.
The throttle stuck, causing the scooter to take off unexpectedly, and support blocked my account after reporting it.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Unlock Fee Issues
The unlock fee is charged per ride, making group rides impractical and the resolution process for ride issues inadequate. Users face a $5 charge to resolve mid-ride issues due to slow and unhelpful FAQ resources.
Payment Problems
Users experience unauthorized charges and difficulties adding payment methods, leading to account bans when disputing charges. Payment errors, such as zip code issues, result in lost funds and unresolved support inquiries.
Ride End Errors
The app fails to end rides properly, causing continued charges even after the ride is over. Users are charged for time when scooters are non-functional or in no-ride zones, with no refunds for these errors.
Deposit Refund Policy
The app requires a non-refundable deposit, which is problematic for users who only need a single ride. Unused deposit funds are not returned, leading to dissatisfaction and perceptions of unfair practices.
Scooter Availability
Scooters are often unavailable or not displayed accurately on the map, leading to frustration and wasted deposits. Users find themselves unable to locate scooters despite the app indicating their presence.
Safety Concerns
Scooters have critical safety issues, such as stuck throttles and non-functional brakes, posing risks to users. These mechanical failures lead to dangerous situations and inadequate responses from customer support.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app's resolution process for issues during rides is inadequate. The only resource is a slow and unhelpful FAQ webpage, making it difficult to resolve issues mid-ride.
humansuprnva
Week of April 21st, 2025
Veo's pricing is misleading and expensive. I was charged double the expected amount, making it more costly than an Uber and less safe.
ITVLAD
Week of April 21st, 2025
The app's GPS is imprecise, often misplacing scooters on the map and causing issues with ending rides due to incorrect geofencing.
Waynos13
Week of April 21st, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app's resolution process for issues during rides is inadequate. The only resource is a slow and unhelpful FAQ webpage, making it difficult to resolve issues mid-ride.
Candice Wu
App Store
Veo's pricing is misleading and expensive. I was charged double the expected amount, making it more costly than an Uber and less safe.
Kelly Williams
Google Play
The app's GPS is imprecise, often misplacing scooters on the map and causing issues with ending rides due to incorrect geofencing.
Koray Okumus
Google Play

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