Veo

User Experience Report

Week of April 1st, 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

Helps you understand what matters most

Unlock all insights Sign in

All Insights

TOP INSIGHTS

A weekly roundup of Veo's key feedback

Billing Issues

A significant number of users, approximately 20%, report being overcharged or facing issues with billing, such as being charged multiple times for a single ride or not being able to get refunds for erroneous charges. This has led to frustration and distrust in the service.

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

App Functionality Problems

Around 15% of users experience issues with the app's functionality, including problems with adding payment methods, scanning IDs, and ending rides. These issues render the app unusable for some, leading to a poor user experience.

The app wouldn't let me add payment methods or scan IDs, making it useless.

Scooter/Bike Availability

Approximately 10% of users report difficulties in finding available scooters or bikes, with the app not accurately displaying their locations. This issue is compounded by the app's imprecise GPS, leading to frustration when trying to locate a ride.

The app doesn't show where the bike is on the map, making it hard to find one.

Deposit and Refund Policy

About 12% of users are dissatisfied with the deposit and refund policy, where they are required to deposit money in increments and are unable to get refunds for unused funds. This policy is seen as unfair and a deterrent to using the service.

The app bills you in $10 increments and doesn't refund unused money.

Nuggets

Major Highlights of the Week

Billing Errors

Multiple users experience erroneous charges, such as being billed multiple times for a single ride, with no resolution from customer support, leading to account bans when disputes are raised.

I was charged three times for each ride, and after disputing the charges, my account was banned.

Payment Issues

Users face difficulties adding payment methods, with the app rejecting valid debit cards and requiring non-refundable deposits, causing frustration and financial loss.

The app won't accept my debit card, claiming the zip code is wrong, and I lost money on a non-refundable deposit.

Ride Termination Failures

The app fails to end rides properly, resulting in continued charges even after users have stopped using the scooters, leading to overbilling and dissatisfaction.

I couldn't end my ride, and the timer kept going, charging me excessively.

Geolocation Errors

The app inaccurately displays scooter locations and no-ride zones, causing users to be unable to start or end rides, leading to unnecessary charges and inconvenience.

I was charged while pushing a scooter out of a no-ride zone that wasn't indicated on the map.

Safety Concerns

Scooters have critical safety issues like stuck throttles and non-functional brakes, posing risks to users and leading to account blocks when reported.

The throttle got stuck, causing a dangerous situation, and my account was blocked after reporting it.

Price Increases

Unexpected price hikes in commuter plans and ride costs have led to dissatisfaction, with users feeling misled and overcharged for subpar service.

Veo increased prices by 30% after introducing budget-friendly plans, making it too expensive for the same service.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Billing Errors

Multiple users experience erroneous charges, such as being billed multiple times for a single ride, with no resolution from customer support, leading to account bans when disputes are raised.

Payment Issues

Users face difficulties adding payment methods, with the app rejecting valid debit cards and requiring non-refundable deposits, causing frustration and financial loss.

Ride Termination Failures

The app fails to end rides properly, resulting in continued charges even after users have stopped using the scooters, leading to overbilling and dissatisfaction.

Geolocation Errors

The app inaccurately displays scooter locations and no-ride zones, causing users to be unable to start or end rides, leading to unnecessary charges and inconvenience.

Safety Concerns

Scooters have critical safety issues like stuck throttles and non-functional brakes, posing risks to users and leading to account blocks when reported.

Price Increases

Unexpected price hikes in commuter plans and ride costs have led to dissatisfaction, with users feeling misled and overcharged for subpar service.

Quotes of the week

Hear from some of the most impactful users to drive changes

Veo had been erroneously charging my account 3x for every ride I was taking for 5-6 rides. After calling support multiple times, no one would give me a clear explanation as to why this was happening. It was suggested that I delete and re-download the app to fix bugs, but when I asked about the additional ride charges they told me there was 'nothing they could do'.

mcarlking

Week of April 1st, 2025

I’ve only used Veo in Sarasota and it is practically unusable and a total scam. I used with my family and it wouldn’t let me end the ride and the scooters kept dying. The timer also kept going after the ride ended, charging (essentially stealing) way too much money.

Maxwell Gelman

Week of April 1st, 2025

The app informs me that I need to complete a safety test, as designated by my resident city. However, even after creating an account, Veo keeps redirecting me to the type form website front page and failing to give me any sort of quiz. I am essentially locked out of all scooters this way.

CookNovOfficial

Week of April 1st, 2025

Start your 14-day free trial today.

Chat to sales

Get started

The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore

User Experience Report

Veo

Top Insights This Week

Billing Issues

App Functionality Problems

Scooter/Bike Availability

Deposit and Refund Policy

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

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts