Initial Business Response /* (1000, 7, 2015/11/06) */
The customer called us the night before booking a reservation. The 24 hour cancellation policy is stated after the reservation has been made. This is is true to all customers. Also there is an automated voicemail system for the company phones...
however we were never given any updates from the customer. We were given a call after our driver was waiting at the airport for over a hour. She had a flight on Oct 8 at 8:15 A.M. coming in [redacted] from SFO to Foster city. It's was for 1 passenger [redacted] fare was $75. Our driver was waiting for her in the airport for the pickup for an hour. Therefore this was a violation of the cancellation policy and the customers will be charged for the fare.. After explaining she accepted for that and gave us permission to charge her card. She asked for the receipt and we sent the receipt to her.
Initial Consumer Rebuttal /* (3000, 9, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If they have an automated voice system, it wasn't working in the night I called. I called at least twice while trying to book a reservation with no answer and when I needed to cancel I called at least four times. I also sent them an email since they did not answer the phone. They insisted on charging my card for the whole fair. I told them I had never been informed about the cancelation policy and it was not posted on any of the documentation on their website. They didn't even send me a confirmation notice so it wasn't listed there. They still insisted on charging me because the driver was already at the airport (over an hour before I was scheduled to arrive). I told them if they charged me for more than the morning fair, they would get a call from my attorney. I also told them I expected a receipt.
Final Business Response /* (4000, 11, 2015/11/16) */
The fare of $75 was charged on the passenger's card because our driver was waiting for the passenger ** the airport. When setting up the booking the passengers [redacted] told that they have to give us a notice for cancellation 24 hours in advance. We only charged the morning fare because our driver was already there at the airport waiting for the passenger. The passenger [redacted] provided with the receipt of the fare that was charged on her card.
Final Consumer Response /* (4200, 13, 2015/11/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business has provided no suggested resolution but rather is simply restating policies that were not communicated to me at any pointnot over the phone, on a website, or in a confirmation notice of any kind. Since there is no written cancellation notice available anywhere, they are entirely dependent on the word of a fallible salesman claiming the cancellation notice was communicated. As a business professional myselfone who has specifically worked in the field of customer service I find it odd that a company would alienate a customer so completely in an effort to save $75, especially in a circumstance in which it most obviously is the customer's word against the salesman's.
In relation to the comment about the driver, it is true that I was told the driver was waiting at the airport. However, I had been calling to cancel my ride since 6am. I called more than five timesand sent an email when I couldn't get a hold of anyonetrying to let them I had taken ill and would not be able to make my flight. When I finally got a hold of someone (over an hour later), they told me the driver was already thereeven though my flight was not scheduled to land for more than an hour. I pointed this out to them and all they could tell me was "traffic." Again, I am also familiar with traffic. While I know if can sometimes be unpredictable, I would hope a cab driver could figure out how to get around the cities in which they travel without being an hour early to every appointment. Perhaps their drivers are not as skilled as they suggest. That might explain why a taxi fare from the airport to my scheduled location cost only $45 (and that included a generous tip) not $75 that I was charged.
The more I communicate with this company the more I am convinced they are not competent business professionals. I am doubtful we will come to a resolution.
Initial Business Response /* (1000, 7, 2015/11/06) */
The customer called us the night before booking a reservation. The 24 hour cancellation policy is stated after the reservation has been made. This is is true to all customers. Also there is an automated voicemail system for the company phones...
however we were never given any updates from the customer. We were given a call after our driver was waiting at the airport for over a hour. She had a flight on Oct 8 at 8:15 A.M. coming in [redacted] from SFO to Foster city. It's was for 1 passenger [redacted] fare was $75. Our driver was waiting for her in the airport for the pickup for an hour. Therefore this was a violation of the cancellation policy and the customers will be charged for the fare.. After explaining she accepted for that and gave us permission to charge her card. She asked for the receipt and we sent the receipt to her.
Initial Consumer Rebuttal /* (3000, 9, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If they have an automated voice system, it wasn't working in the night I called. I called at least twice while trying to book a reservation with no answer and when I needed to cancel I called at least four times. I also sent them an email since they did not answer the phone. They insisted on charging my card for the whole fair. I told them I had never been informed about the cancelation policy and it was not posted on any of the documentation on their website. They didn't even send me a confirmation notice so it wasn't listed there. They still insisted on charging me because the driver was already at the airport (over an hour before I was scheduled to arrive). I told them if they charged me for more than the morning fair, they would get a call from my attorney. I also told them I expected a receipt.
Final Business Response /* (4000, 11, 2015/11/16) */
The fare of $75 was charged on the passenger's card because our driver was waiting for the passenger ** the airport. When setting up the booking the passengers [redacted] told that they have to give us a notice for cancellation 24 hours in advance. We only charged the morning fare because our driver was already there at the airport waiting for the passenger. The passenger [redacted] provided with the receipt of the fare that was charged on her card.
Final Consumer Response /* (4200, 13, 2015/11/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business has provided no suggested resolution but rather is simply restating policies that were not communicated to me at any pointnot over the phone, on a website, or in a confirmation notice of any kind. Since there is no written cancellation notice available anywhere, they are entirely dependent on the word of a fallible salesman claiming the cancellation notice was communicated. As a business professional myselfone who has specifically worked in the field of customer service I find it odd that a company would alienate a customer so completely in an effort to save $75, especially in a circumstance in which it most obviously is the customer's word against the salesman's.
In relation to the comment about the driver, it is true that I was told the driver was waiting at the airport. However, I had been calling to cancel my ride since 6am. I called more than five timesand sent an email when I couldn't get a hold of anyonetrying to let them I had taken ill and would not be able to make my flight. When I finally got a hold of someone (over an hour later), they told me the driver was already thereeven though my flight was not scheduled to land for more than an hour. I pointed this out to them and all they could tell me was "traffic." Again, I am also familiar with traffic. While I know if can sometimes be unpredictable, I would hope a cab driver could figure out how to get around the cities in which they travel without being an hour early to every appointment. Perhaps their drivers are not as skilled as they suggest. That might explain why a taxi fare from the airport to my scheduled location cost only $45 (and that included a generous tip) not $75 that I was charged.
The more I communicate with this company the more I am convinced they are not competent business professionals. I am doubtful we will come to a resolution.