Hello - We are investigating this complaint, have already identified the driver and suspended him until he speaks to a manager regarding this situationIt looks like this complaint was made on behalf of one or two passengers I'd like to get their mailing information to send them each a gift card and some coupons towards future rides Again we aplogize for the service Thank youJennifer
To: Revdex.com From: [redacted] Re: Response for case # [redacted] [redacted] We are sorry that Mr [redacted] is unhappy with his time at Total Transit.I worked with our CSC Operations team and have received documentation that Mr [redacted] initially contacted Discount Cab for a 9am pickupAir Canada requires a check in of minutes prior to departure for an international flightMr [redacted] was approximately miles from the airport and did not allow enough time to arrive at the airport for his scheduled flight at 11:10aWe also have supporting documentation that Mr [redacted] stated his ticket was in the amount of $440.We are not responsible for Mr [redacted] lack of planning to arrive a minimum hours prior to his departure for his international flight.Regards, [redacted] Total Transit
We are very sympathetic to Mr [redacted] ’s complaint, as we do not want any customer of Total Transit to be disappointed with our serviceWe also understand his frustration in getting to his destination in a timely and cost-efficient manner While we always strive for the lowest service times possible, under the contract with the State, we and our transportation providers have minutes, from the time the call for the return trip is received, to pick the passenger We apologize for any inconvenience Mr [redacted] ’s may have experienced and look forward to providing services to them in the future Our operation’s manager will be refunding at a minimum of $25, as required However, in order, to do that, we need the last digits of the credit card used Please contact me directly at [redacted] or [redacted] with this information
We are very sympathetic to [redacted] complaint, as we do not want any customer of Total Transit to be disappointed with our serviceWe also understand her frustration in getting phone calls that aren’t directed towards her at all hours of the night.I’ve been working with one of the Call Center Supervisors and we were able to find her phone number and remove it from the databaseHowever, we did notice thatthe trips being requested were done via fax and her number was listed as the contact number.We have red flagged the number in our system as one not to be used, but that is a manual entry and unfortunately we can’t guarantee that it won’t be usedWewould ask [redacted] to notify her staff to confirm the correct information is on all fax orders sent in.We apologize for any inconvenience [redacted] may have experiencedWe did try to call [redacted] this week and left one voice mail with the supervisor’s directnumberShe had not returned the call as of yesterday.Please contact me directly at [redacted] or [redacted] if you have any other concerns
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint
resolved
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com: The two passengers from that day are C*** *** *and J** *** Mr*** *** is the one they made leave the wheelchairDriver charged MrC*** *** *to take his chair.I do think that some type of report should be made to whoever grants or oversees the cab drivers licensing
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Dear ***, Thank you for your customer statement on October 28th 2016, regarding your concerns I was sorry to learn of your experience and can appreciate your frustrationI can assure you that this is not the level of service we would wish for our customersAn investigation of your
concerns has been researched and the outcome has been shared with me The investigation has included of searching our system for trips that are linked with your phone numberUnfortunately, at this time there was no trips in our system that included your phone numberUsually if there was a trip in the system that was connected to your phone number that would be the only way that we would have your phone number and be making calls every dayI am really sorry about this and can only hope that the calls have stopped at this timeIf at any time you feel that this is incorrect feel free to contact our call center command desk to speak with a supervisor at ***extThank you Kindly Best Regards, Lorena F* Total Transit
To: Revdex.com From: [redacted]Re: Response for case #[redacted] [redacted]We are sorry that Mr. [redacted] is unhappy with his time at Total Transit.I worked with our CSC Operations team and have received documentation that Mr. [redacted] initially contacted Discount Cab for...
a 9am pickup. Air Canada requires a check in of 120 minutes prior to departure for an international flight. Mr. [redacted] was approximately 21 miles from the airport and did not allow enough time to arrive at the airport for his scheduled flight at 11:10a. We also have supporting documentation that Mr. [redacted] stated his ticket was in the amount of $440.We are not responsible for Mr. [redacted] lack of planning to arrive a minimum 2 hours prior to his departure for his international flight.Regards, [redacted]Total Transit
Hello - We are investigating this complaint, have already identified the driver and suspended him until he speaks to a manager regarding this situation. It looks like this complaint was made on behalf of one or two passengers. I'd like to get their mailing information to send them each a gift...
card and some coupons towards future rides. Again we aplogize for the service. Thank you. Jennifer
Since they confirmed that I did call for a 9am scheduled pick up, no one showed at the appointed time. If they have arrived on time like I asked instead of 1 hour later there wouldn't be this problem. On top of the calls I have made to their company, being given the run around and taking 1 month to respond to another company is negligence and I believe disrespectful. I also have documentation of the tickets I have purchased prior to the trip , $440.29 for the flight out, $185.04 for the flight back and the $43.07 I was charged for the late taxi service. Discount Cab hasn't failed me in previous calls to airports but to really say that it's my "poor planning" to rely on a company that hasn't failed me before? All I want is what I lost.
We are very sympathetic to [redacted] complaint, as we do not want any customer of Total Transit to be disappointed with our service. We also understand her frustration in getting phone calls that aren’t directed towards her at all hours of the night.I’ve been working with one of the...
Call Center Supervisors and we were able to find her phone number and remove it from the database. However, we did notice thatthe trips being requested were done via fax and her number was listed as the contact number.We have red flagged the number in our system as one not to be used, but that is a manual entry and unfortunately we can’t guarantee that it won’t be used. Wewould ask [redacted] to notify her staff to confirm the correct information is on all fax orders sent in.We apologize for any inconvenience [redacted] may have experienced. We did try to call [redacted] this week and left one voice mail with the supervisor’s directnumber. She had not returned the call as of yesterday.Please contact me directly at [redacted] or [redacted] if you have any other concerns.
Revdex.com:I appreciate that Discount Cab did try to reach me, however I had already spoken with [redacted], and understood she would handle the situation. So I did not return the call initially from [redacted]. I did return the call today, was unable to reach him and left a message regarding my previous conversation with [redacted]. It appears the two of them had not spoken. I have also spoken with my employee, who stated her case manager was the one ordering the cabs and gave my number. And I spoke to my employee regarding the fact that my number should never be given out to a business. While I hope that the situation is now resolved, I am frustrated it had to go to this level. A person should have a reasonable expectation when contacting a business (not once but twice) to correct an issue, that the issue will be corrected without have to take these measures. I reserve the right to open an additional claim should I continue to receive calls in the future, regardless of how they got my phone number. My only expectation was and still is that they just lose my number. As long as I receive no further calls, I will consider the issue closed.
Regards,[redacted]
We are very sympathetic to Mr. [redacted]’s complaint, as we do not want any
customer of Total Transit to be disappointed with our service. We also understand
his frustration in getting to his destination in a timely and cost-efficient manner.
While we always strive for the lowest service times...
possible, under the contract
with the State, we and our transportation providers have 90 minutes, from the time
the call for the return trip is received, to pick the passenger.
We apologize for any inconvenience Mr. [redacted]’s may have experienced and look
forward to providing services to them in the future.
Our operation’s manager will be refunding at a minimum of $25, as required.
However, in order, to do that, we need the last 4 digits of the credit card used.
Please contact me directly at [redacted] or [redacted] with
this information.
Hello - We are investigating this complaint, have already identified the driver and suspended him until he speaks to a manager regarding this situationIt looks like this complaint was made on behalf of one or two passengers I'd like to get their mailing information to send them each a gift card and some coupons towards future rides Again we aplogize for the service Thank youJennifer
To: Revdex.com From: [redacted] Re: Response for case # [redacted] [redacted] We are sorry that Mr [redacted] is unhappy with his time at Total Transit.I worked with our CSC Operations team and have received documentation that Mr [redacted] initially contacted Discount Cab for a 9am pickupAir Canada requires a check in of minutes prior to departure for an international flightMr [redacted] was approximately miles from the airport and did not allow enough time to arrive at the airport for his scheduled flight at 11:10aWe also have supporting documentation that Mr [redacted] stated his ticket was in the amount of $440.We are not responsible for Mr [redacted] lack of planning to arrive a minimum hours prior to his departure for his international flight.Regards, [redacted] Total Transit
We are very sympathetic to Mr [redacted] ’s complaint, as we do not want any customer of Total Transit to be disappointed with our serviceWe also understand his frustration in getting to his destination in a timely and cost-efficient manner While we always strive for the lowest service times possible, under the contract with the State, we and our transportation providers have minutes, from the time the call for the return trip is received, to pick the passenger We apologize for any inconvenience Mr [redacted] ’s may have experienced and look forward to providing services to them in the future Our operation’s manager will be refunding at a minimum of $25, as required However, in order, to do that, we need the last digits of the credit card used Please contact me directly at [redacted] or [redacted] with this information
We are very sympathetic to [redacted] complaint, as we do not want any customer of Total Transit to be disappointed with our serviceWe also understand her frustration in getting phone calls that aren’t directed towards her at all hours of the night.I’ve been working with one of the Call Center Supervisors and we were able to find her phone number and remove it from the databaseHowever, we did notice thatthe trips being requested were done via fax and her number was listed as the contact number.We have red flagged the number in our system as one not to be used, but that is a manual entry and unfortunately we can’t guarantee that it won’t be usedWewould ask [redacted] to notify her staff to confirm the correct information is on all fax orders sent in.We apologize for any inconvenience [redacted] may have experiencedWe did try to call [redacted] this week and left one voice mail with the supervisor’s directnumberShe had not returned the call as of yesterday.Please contact me directly at [redacted] or [redacted] if you have any other concerns
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint
resolved
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com: The two passengers from that day are C*** *** *and J** *** Mr*** *** is the one they made leave the wheelchairDriver charged MrC*** *** *to take his chair.I do think that some type of report should be made to whoever grants or oversees the cab drivers licensing
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Dear ***, Thank you for your customer statement on October 28th 2016, regarding your concerns I was sorry to learn of your experience and can appreciate your frustrationI can assure you that this is not the level of service we would wish for our customersAn investigation of your
* Total Transit
concerns has been researched and the outcome has been shared with me The investigation has included of searching our system for trips that are linked with your phone numberUnfortunately, at this time there was no trips in our system that included your phone numberUsually if there was a trip in the system that was connected to your phone number that would be the only way that we would have your phone number and be making calls every dayI am really sorry about this and can only hope that the calls have stopped at this timeIf at any time you feel that this is incorrect feel free to contact our call center command desk to speak with a supervisor at ***extThank you Kindly Best Regards, Lorena F
Please see attachmentThank you! Jennifer
To: Revdex.com From: [redacted]Re: Response for case #[redacted] [redacted]We are sorry that Mr. [redacted] is unhappy with his time at Total Transit.I worked with our CSC Operations team and have received documentation that Mr. [redacted] initially contacted Discount Cab for...
a 9am pickup. Air Canada requires a check in of 120 minutes prior to departure for an international flight. Mr. [redacted] was approximately 21 miles from the airport and did not allow enough time to arrive at the airport for his scheduled flight at 11:10a. We also have supporting documentation that Mr. [redacted] stated his ticket was in the amount of $440.We are not responsible for Mr. [redacted] lack of planning to arrive a minimum 2 hours prior to his departure for his international flight.Regards, [redacted]Total Transit
Hello - We are investigating this complaint, have already identified the driver and suspended him until he speaks to a manager regarding this situation. It looks like this complaint was made on behalf of one or two passengers. I'd like to get their mailing information to send them each a gift...
card and some coupons towards future rides. Again we aplogize for the service. Thank you. Jennifer
Since they confirmed that I did call for a 9am scheduled pick up, no one showed at the appointed time. If they have arrived on time like I asked instead of 1 hour later there wouldn't be this problem. On top of the calls I have made to their company, being given the run around and taking 1 month to respond to another company is negligence and I believe disrespectful. I also have documentation of the tickets I have purchased prior to the trip , $440.29 for the flight out, $185.04 for the flight back and the $43.07 I was charged for the late taxi service. Discount Cab hasn't failed me in previous calls to airports but to really say that it's my "poor planning" to rely on a company that hasn't failed me before? All I want is what I lost.
We are very sympathetic to [redacted] complaint, as we do not want any customer of Total Transit to be disappointed with our service. We also understand her frustration in getting phone calls that aren’t directed towards her at all hours of the night.I’ve been working with one of the...
Call Center Supervisors and we were able to find her phone number and remove it from the database. However, we did notice thatthe trips being requested were done via fax and her number was listed as the contact number.We have red flagged the number in our system as one not to be used, but that is a manual entry and unfortunately we can’t guarantee that it won’t be used. Wewould ask [redacted] to notify her staff to confirm the correct information is on all fax orders sent in.We apologize for any inconvenience [redacted] may have experienced. We did try to call [redacted] this week and left one voice mail with the supervisor’s directnumber. She had not returned the call as of yesterday.Please contact me directly at [redacted] or [redacted] if you have any other concerns.
Revdex.com:I appreciate that Discount Cab did try to reach me, however I had already spoken with [redacted], and understood she would handle the situation. So I did not return the call initially from [redacted]. I did return the call today, was unable to reach him and left a message regarding my previous conversation with [redacted]. It appears the two of them had not spoken. I have also spoken with my employee, who stated her case manager was the one ordering the cabs and gave my number. And I spoke to my employee regarding the fact that my number should never be given out to a business. While I hope that the situation is now resolved, I am frustrated it had to go to this level. A person should have a reasonable expectation when contacting a business (not once but twice) to correct an issue, that the issue will be corrected without have to take these measures. I reserve the right to open an additional claim should I continue to receive calls in the future, regardless of how they got my phone number. My only expectation was and still is that they just lose my number. As long as I receive no further calls, I will consider the issue closed.
Regards,[redacted]
We are very sympathetic to Mr. [redacted]’s complaint, as we do not want any
customer of Total Transit to be disappointed with our service. We also understand
his frustration in getting to his destination in a timely and cost-efficient manner.
While we always strive for the lowest service times...
possible, under the contract
with the State, we and our transportation providers have 90 minutes, from the time
the call for the return trip is received, to pick the passenger.
We apologize for any inconvenience Mr. [redacted]’s may have experienced and look
forward to providing services to them in the future.
Our operation’s manager will be refunding at a minimum of $25, as required.
However, in order, to do that, we need the last 4 digits of the credit card used.
Please contact me directly at [redacted] or [redacted] with
this information.