Beryl Avaliações 820

Resposta de Beryl

19 de fev. de 2026

Good Morning Alistair,

Thank you for your feedback. We greatly appreciate all forms of feedback, whether positive or negative, as it helps us to continuously develop and improve our business. Please accept our sincere apologies for the inconvenience this has caused you.

We take maintenance and safety seriously, and I assure you that we will inspect the bikes thoroughly to address any faults. Your feedback is invaluable in helping us identify areas for improvement, and we are committed to ensuring that our bikes are in top condition for all users.

To better assist you, may I kindly request your Beryl account details via email to support@beryl.cc

We’ll strive to do better.

Kind regards

Scott Campbell
Customer Operations & Risk Manager
Beryl

Resposta de Beryl

13 de fev. de 2026

Good afternoon,

Thank you for your feedback. We genuinely appreciate all feedback, whether positive or negative, as it helps us continuously develop and improve our service. Please accept our sincere apologies for the inconvenience this has caused.

We take maintenance and safety very seriously, and I want to assure you that the bikes will be thoroughly inspected to identify and resolve any faults. Your comments are invaluable in helping us improve reliability and overall user experience. I will also ensure your feedback is shared with our operations team.

Please contact our support team at support@beryl.cc so we can investigate this further and arrange a refund for any incorrect charges.

Kind regards,

Scott Campbell
Customer Operations & Risk Manager
Beryl

Resposta de Beryl

12 de fev. de 2026

Good Afternoon Ani,

I would like to express my gratitude for your valuable feedback. We greatly appreciate all feedback, whether positive or negative, as it allows us to continuously develop and improve our business.

We actively monitor and maintain our fleet. We make vehicles unavailable for hire when they need servicing or inspection due to customer and staff reports. This also applies to vehicles that are out of battery. If a vehicle is not visible in the app, it means it is unavailable for hire. Please check the app for all available vehicles. When you click on a Bay in the app, you will be able to see the vehicle number.

Your concerns about bike maintenance, charging, and bay availability have been shared with our operations team to help improve the service. We really appreciate riders reporting any issues so we can act quickly.

Beryl takes misuse of our vehicles very seriously. All our Beryl bikes and Beryl e-scooters are equipped with GPS technology that allows us to track journeys. In order to identify users misusing vehicles, we kindly ask you to report the incident via our Beryl E-Scooter Misuse Form. We can then track the scooters in our system and contact the users. Once the report is complete, we will only contact you if more information is required.

If you are concerned about the illegal use of an e-scooter, we also suggest reporting the incident to your local police force. Calling 101 or using online reporting tools are available if it is not an emergency.

We are committed to providing a safe and convenient way for people to get around the city, and we take feedback like yours seriously to make our service better. If you would like to provide further details or report specific issues, please contact our support team directly at support@beryl.cc so we can investigate further.

We’ll strive to do better.

Kind regards,

Scott Campbell
Customer Service and Operations Manager
Beryl

Resposta de Beryl

26 de jan. de 2026

Good Morning Joel,

I would like to express my gratitude for your valuable feedback. We greatly appreciate all feedback, whether positive or negative, as it allows us to continuously develop and improve our business.

We aim to offer reliable and enjoyable rides, and it is clear that we have not met your expectations recently.

Your feedback has been shared with our Senior Leadership Team. We’re continuing to invest in servicing and monitoring to improve reliability across the network.

We do appreciate you acknowledging the support you received from our customer service team, and we’re glad that aspect of your experience was positive.

If you’d like us to look into any of the issues you experienced in more detail, please feel free to contact us at support@beryl.cc
with the journey details.

Please rest assured that we are committed to improving and providing a better experience for our customers.

Kind regards

Scott Campbell
Customer Operations & Risk Manager
Beryl

Resposta de Beryl

20 de jan. de 2026

Good Afternoon Viktor,

The charge applied relates to the vehicle being left outside of an active bay, which carries a £5 out-of-bay fee in line with our Terms of Service. The remaining amount charged reflects the time the bike was hired and ridden.

To clarify the timeline, your interaction with Ana was the second time you contacted us regarding the outstanding balance. During your first contact, you advised that you believed you had been overcharged for the journey. Following a review, we refunded 7 minutes from the journey cost. You thanked my colleague for the support provided that day, and at that time, you did not mention that another person had taken the bike.

During your second contact, you requested that your account be deleted as you stated you were moving away from England. You were correctly advised that an account cannot be deleted while there is an outstanding balance. Once the balance is settled, you can delete your account directly in the app by going to Settings and selecting Delete Account at the bottom of the menu.

We take feedback about staff conduct seriously and have reviewed the interaction in question. Ana acted appropriately, clearly explained our Terms of Service, and provided a detailed breakdown of the charges applied. We do not accept abusive or inappropriate language towards our staff, who are required to apply our terms fairly and consistently.

Kind Regards,

Scott Campbell
Customer Operations & Risk Manager
Beryl

Resposta de Beryl

29 de dez. de 2025

Good Morning George,

Thank you for taking the time to provide feedback regarding your recent experience with our bikes. I am truly sorry to hear that you had a negative experience with the quality of the bike and the service provided. We aim to offer reliable and enjoyable rides, and it is clear that we did not meet your expectations this time.

We take maintenance and safety seriously, and I assure you that we will inspect the bikes thoroughly to address any faults. Your feedback is invaluable in helping us identify areas for improvement, and we are committed to ensuring that our bikes are in top condition for all users.

We’ll strive to do better.

Kind regards

Scott Campbell
Customer Service & Operations Manager
Beryl