Nexus Reviews 

Awful service. No communication. A simple system but awfully ran. Excuses excuses all the time. Yes the trains may not be up to scratch, so run less, but change your timetable so people know what is happening. Bailed out by a good taxi service to stop the complaints. Stop the government funding. Throwing the money into a bad system and management team.

Terrible terrible service avoid at all costs if you’re travelling to the north east! Goes to show a lot about these scam artists when they’ve turned off comments on their social media so they can’t be called out!

Always fantastic and no complaints, seriously one of the best systems in the country, disagree and you really haven't seen others. Keep it up Nexus.

Yet again late for work 'it's the worst ran service I've ever known....No wonder people don't pay...

Yet again, the metro service has collapsed. Saturday evening on a match day and they are operating a reduced service. We're constantly lied to and treated with utter contempt. Waiting for a train that has apparently been due for 10 minutes. After already being nearly half an hour late. Why the people who are supposed to be in charge are still employed is beyond me.

This is without doubt the worst light rail network in the country. For years it has been plagued with unreliable trains for which Nexus say spare parts are no longer available and they are attempting to refurbish/canabilise parts to keep the fleet running. This has led to numerous train failures and service cancellations for years. New trains are slowly being delivered but are not yet in service their introduction being delayed several times. I do not doubt the problems in trying to keep the 40 yr old plus trains running but my question is why has it taken so long to procure new trains? Nexus must have seen the problems coming. How hard and for how long did they lobby for new trains. When these new trains enter service I am sure reliability will improve but.........It is not just trains that are the problem with this system. Expensive fares, signal failures, points failures, overhead line problems, power failures, dirty cold stations with no facilities, lifts and escalators out of order frequently and taking months to repair, vandalism and theft of cabling/equipment and while the latter is not the fault of Nexus where is security for the system? The same applies to fare dodging and anti social behaviour. Every single day there are problems with this network and not just fleet related. Today a points failure at the deport has caused system wide delays. Nexus claim that Tyne & Wear Metro is the busiest network outside of London. I doubt this by choice or quality of the network rather poor local transport alternatives and lower car ownership. I now use the Metro only when I really have no alternative so if you can, avoid, avoid, avoid.

Slow ALWAYZ blaming the employer.....rude customer service rep...over priced

Customer service on phones is horrendous they hardly help you. No compassion from customer service. Loads of anti social behaviour on trains especially in Tyne and Wear they never have enough staff on and so you can’t get enough assistance the pop card is the worst.

Over priced.
Always late.
Utterly vile, lack of cleanliness.
Security and safety issues as it serves the hearts of all the council estates.

Just a pure insight into the health of British society.

My sister had received a fine for buying a ticket, having a pass but the machine not working and it didn’t scan her pass properly. (Which she would of done when she got off) she was escorted off like an animal and now she has a fine

Elaine Greaves
Caroline Foster-Finch

Clearly two members of staff who don’t have kids or just like treating other peoples kids like dogs. Showed no remorse for a situation she opened up about that was causing her extra stress on top of this one.

We will be going to the paper Elaine Greaves and Caroline Foster-Finch

Over two weeks and still waiting for my daughter's pop card to arrive. Have contacted Nexus several times . I am currently waiting to speak to customer services yet again as I asked for a manager to call and I am still waiting. A straight forward request for a replacement card seems to be quite challenging for Nexus. No answers provided as to why it is taking so long. I am currently 10th in the queue to speak to someone.
Update-. Eventually spoke to a manager who dealt with my complaint straight away. I am just saddened I have had to go through such a process. The third party company who produce the cards and are responsible for sending them out are giving Nexus a bad name.

Basildon west gate shopping centre . I Received a parking ticket for parking on the ground floor which is only parking for 2 hours max . Photo on the letter shows me driving up towards the upper floor which is £3.00 for the day . The parking fine also gives the wrong time saying I arrived at 16.38 and left at 8.14 which means I stay overnight !! I work in Basildon town centre and arrived at 8..14 and left at 16.38 as show on my text receipt which I sent to nexus . I have now just received another fine !! For exactly the same reason but on a different day . Another colleague has also had 2 fines saying she parked down stairs and over stayed her time . Three other colleagues have been charged a £1,00 when it should have been £3,00 when they phoned reef to say charge was incorrect Reefs member of staff say we have you arriving at this time ! so you have nothing to pay when actually member of staff arrived earlier . A customer of ours said she was charged £ 1,00 and received a fine she appealed and had to pay 90.00 saying she should have phoned to pay the difference !!! Clearly there is a problem with nexus / reef system . This is such a stressful situation and I’m now worried about how many more I’m going to receive as i work Monday to Friday every week . Im still waiting to hear about my first appeal and had to start another one . My colleague is in the same position . My other colleagues are concern that they will receive a fine for only paying a £1.00 even though they phoned reef . Really need someone to sort this out .

Absolutely shocking!
I received a ticket for not parking in the lines at northampton hospital, reason being my 11month old daughter fell, hit her head and passed out . I called 999 but no ambulances for 2 hours and was told to rush her there myself. The journey to the hospital from mine is 20 minutes , my daughter remained unconscious the whole time. When i got to A&E the carpark was shut so i had to park across the hospital in the main carpark and run to A&E on the other side of the building, i parked in a hurry as it was an emergency. I came out 2 hours later to a ticket, i appealed explained sent evidence of my call and offered a hospital report . Only to get back a snotty automated response, when i messaged back to say it was an emergency how can you expect me to be thinking about parking directly in the lines they sent back , please read our previous email we will not be responding regarding the matter again!
I will now no longer park in the hospital i will find street parking or get a taxi if i have to

If I could rate -1 I would -shocking service - fleet issues ? lack of drivers? you are a train service you should plan for sickness, absence, and have drivers on standby - lack of trains is ridiculous you are a transport provider and again should plan ahead to ensure trains are available and you wouldn't get trains rammed at peak times which from a health and safety perspective is an absolute disgrace - trains are meant to be 12 minutes apart not 25! we are encouraged to use public transport but how can we when getting to and from work is such a trauma due to unreliability of the metro system. Appalling service

Terrible service , very unreliable , loads of repeated irrelevant announcements that lifts are out or order at stations you probably won’t use . Electronic boards often not displaying time of metro until you can physically see the metro .
No security / ticket inspector enforcement so a lot of people don’t buy tickets , resulting in the decent law abiding , ticket paying public abandoning the metro system

Utter shambles the train is off between Gateshead & past pelaw problem with the lines but the replacement bus service is a joke they've had 3 days to sort it but it's a farce , gaffers on TV shouting & lording it about new rolling stock but if the tracks don't work neither do the new trains utter shambles

Absolute joke company - their clothes are cheap & nasty and the kicker is they have a no returns policy. Save your money and DO NOT BUY FROM THESE PEOPLE AS ITS A SCAM!

SHOCKING SERVICE
Absolute joke of a company/service. They do not value customers who spend hundreds of £s on the metro service.
Julie ‘customer relations team leader’ was ZERO help.
Quick to take money and slow to try and ‘help’ customers.
AVOID- they won’t escalate your complaint to anyone that matters.

It is absolute rubbish service the trains are always delayed, just about everyday, with different excuses, you can never ever get anywhere on time with this crap service!!