AAA Cab Service, Inc.

On

October 27, 2015, our company was advise of the above referenced complaint.  We

immediately investigated the information provided and determined that the

complaint was valid.  The owner of our company made phone contact with the

individual filing the complaint and on November 2,...

2015, AAA Full Transportaiton

check #3856 in the amount of $500.00, was issued and sent to the customer. 

According to the owner, the individual who filed the complaint with Revdex.com

indicated his satisfaction with both the speed of and personal attention given

to this issue.We

regret the inconvenience this caused and believe at this time the matter is

resolved.Lyle

W[redacted]Quality

ManagerAAA

Full Transportation

May 29, 2015[redacted]RE: Revdex.com Complaint [redacted]Dear [redacted]We are terrible sorry about your experience with Yellow Cab. We strive to provide excellent service to our customers and werecognize that where there is a...

human element/technology involved; there can be a chance for error. On behalf of Yellow Cab Company please accept my sincerest apologies. It is clear that measures need tobe taken to improve the quality of our customer service. To that end, your complaint  has reached our call center manager[redacted], she is now investigation the actions of our employees and taking appropriate steps to correct the issue, also Fleet Manager [redacted] forfuture investigation on the drivers action, as of right now I need the following information:A copy of the receipt or if you pay with credit card thru the cab system the last 4 digits of the credit card.Itinerary of original flight.Purchase receipt for 2nd plan ticket.We would like to thank youfor taking the time to convey your experience with Yellow Cab and for bringing these concerns to our attention.Sincerely,[redacted]Yellow Cab ArizonaYellow Cab Company [redacted] 

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As a result of our internal investigation IO have initiated additional training and education for our customer service representatives and call center staff in an attempt to ensure our service levels for all of our customers are not only met but sustained.  This is an unfortunate situation that should not have occurred.  I am personally disappointed at the mistakes that were made in scheduling the proper vehicle and equipment for the return trip . It is our goal as a company to ensure timeliness of service, safety, and comfort for all of our valued customers.  We fell far short of our goals with this customer.  We will be sending Free Ride Coupons in the amount of $25.00 (Twenty-Five Dollars USD) for our customer to use in the future.  These coupons do not represent a final solution as we must continually monitor and improve our services. Please accept my apology to the customer and her son and we will continue to do all we can to ensure Yellow Cab will always provide the highest levels of services in the future.

Good afternoon,        Our website states our $15.00 to the Phoenix [redacted] Airport not the [redacted] located at [redacted] Sky Harbor Cir Phoenix, AZ 85034. [redacted], [redacted], [redacted], [redacted], [redacted], and [redacted] all have their name...

associated with that address in one way or another. Our special is for people going to the [redacted] to a terminal to catch a flight. With the inconvenience the passenger has suffered due to the lack of clarification we are willing to reimburse for the difference which would come out to $23.05. The pickup of [redacted] Peoria to [redacted] Sky Harbor CirPhoenix, AZ 85034 is a distance of 30.2miles. Our airport special fare from the pickup to drop off would come out to $48.30 leaving a difference of $23.05. With traffic delays and possible alternate route that might have been used we can adjust to the desired amount of $23.70. Terminal 4 which is the most common drop off destination is 2.8miles from the Rental Car facility, it might be owned by the airport but it’s not within a reasonable distance to be considered part of the Airport. When someone makes a reservation for the Airport special there are questions that are asked, such as what is the flight number and their departure time so we can insure they get to their flight on time. When the passenger was asked what there flight times and flight number was and was not given the critical information there seems that there was a hidden agenda before the call was even placed. Simply stating the drop off as [redacted] is not the correct name for the destination and cannot be directly associated to the [redacted] Airport when its referred to as the [redacted].If there are any other questions please feel free to contact [redacted] Fleet Manager [redacted]###-###-####

Due to the nature of this complaint the said driver [redacted] has been terminated. The driver should not have spoken to the passenger in that manor and we do regret that happened to the passenger. We strive on great customer service throughout the whole process and nothing less will not be...

tolerated. We hope that the passenger will continue to use our services again in the future but if she choose not to we are at a loss.Sincerely, [redacted]Fleet Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], 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.

Since the taxi driver [redacted] was fired, I hope he will not come around at my house since he knows my address. This taxi driver was a big African-American man with an angry attitude for some reason.  I am afraid and will be watching my front door.  I will not use any more services from AAA/Yellow Cab.  I will also  pass this along to people who might want to use AAA/Yellow services, NOT to do so to avoid experiencing the 2-3 issues I've had with this company. 
Regards,

On

October 27, 2015, our company was advise of the above referenced complaint.  We

immediately investigated the information provided and determined that the

complaint was valid.  The owner of our company made phone contact with the

individual filing the complaint and on November 2,...

2015, AAA Full Transportaiton

check #3856 in the amount of $500.00, was issued and sent to the customer. 

According to the owner, the individual who filed the complaint with Revdex.com

indicated his satisfaction with both the speed of and personal attention given

to this issue.We

regret the inconvenience this caused and believe at this time the matter is

resolved.Lyle

W[redacted]Quality

ManagerAAA

Full Transportation

Dear [redacted], 

First of all, we want to apologize for the late arrival of your transportation on March 3, 2014. We understand your disappointment. I can promise you that the highest quality of standards will be met in the future. In regards to your request of $25.00....

We would need a receipt of payment per your PCP. You can fax a copy to ###-###-####. I have also contacted the insurance provider customer service department and the dispatch supervisor to set up a procedure with them so they can contact me to discuss assigning a drive to your calls in the future. 

I'm confident that with these procedures that we have placed. You will find that we can deliver our standard high quality of service. 

Thank you

 Operations Manager Yellow Cab

The coupons will do my mother no good as she has her ADA card and will be using the [redacted] system.

The owner of the company forwarded this complaint to my office.  I am the Quality Manager.  I have reviewed the information submitted by the customer and my investigation confirms the details contained in this customer's summary of events.  First, I want to sincerely apologize to...

this customer as this is not the level of service our customer's expect from Yellow Cab.  A driver did accept this customer's request for service and was in the area but did not go to the pick up location and did not make a valid attempt to provide the service.  The company will internally deal with the identified driver to ensure it doesn't happen again.Because of the inconvenience and expense to this customer, the owner will be forwarding a check to the name and address listed on the complaint in the amount of $16.00 (Sixteen Dollars USD).   The decision to reimburse the customer is based on her expectations of service from Yellow Cab and is our company's way of saying we are not only sorry, we will continue to strive to provide the best taxi cab services in the future.
 
Lyle W[redacted]
Quality Manager
AAA Full Transportation, Inc.

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], 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.

Attached is all the information you requested if you have any questions please contact me.

Regards,

Good afternoon,I fleet manager was not aware of the issue until I received this email. I do apologize for the trouble the customer had to go through with his cell phone. On 1/2915 I immediately tracked down the cab driver and retrieved the cellphone from her. I had one of my drivers deliver...

the cellphone on this same date I received the complaint. If I would have been notified the same day it was forgotten in the cab I would have had the cellphone delivered on that same day. Again please accept our apology for any inconvenience.

May 29, 2015[redacted]

[redacted]RE: Revdex.com Complaint [redacted]Dear [redacted]We are terrible sorry about your experience with Yellow Cab. We strive to provide excellent service to our customers and werecognize that where there is a...

human element/technology involved; there can be a chance for error. On behalf of Yellow Cab Company please accept my sincerest apologies. It is clear that measures need tobe taken to improve the quality of our customer service. To that end, your complaint  has reached our call center manager[redacted], she is now investigation the actions of our employees and taking appropriate steps to correct the issue, also Fleet Manager [redacted] forfuture investigation on the drivers action, as of right now I need the following information:A copy of the receipt or if you pay with credit card thru the cab system the last 4 digits of the credit card.Itinerary of original flight.Purchase receipt for 2nd plan ticket.We would like to thank youfor taking the time to convey your experience with Yellow Cab and for bringing these concerns to our attention.Sincerely,[redacted]Yellow Cab ArizonaYellow Cab Company [redacted] 

As a result of our company being notified that the *Free Ride Coupons* offered in our first response are not acceptable, I have decided to put an exclamation point on my apology and am sending this customer a $100 pre-paid [redacted] card for the inconvenience caused.  Please accept this only as a token of our sincere regret for the incident and as stated earlier, will continue to monitor and improve all facets of our customer service processes to avoid similar situations in the future.

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] 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,

Review: On Tuesday 1/7/14 at 12:15 PM, I called YellowCab/AAA to reserve a pick up for Wednesday 1/8/14. Confirmation from [redacted] the dispatcher was #[redacted] told me the taxi would be at my house at 8:30 making sure I arrive on time at the hospital. I had a 9:15am surgical procedure. On 1/8/14 the taxi was a no-show at 8:30. I called and was told by [redacted] that he had no taxi available and would have one in about 10-15 minutes. At 9:45am still no taxi. I asked to speak with [redacted] the Fleet Director. I was put on hold and then was told he was not available. At 9:15 the taxi came, pulled up in my driveway and when I opened the passenger side, he told me to enter on the right side of the cab. I did. I told him it was not his fault, but I had reserved a taxi the day before for an 8:30 pick up, not 9:15. He immediately became argumentative, “don’t talk to me in my taxi”. I told him I was the customer and not to “mouth off” to me. He made me sign a log. I just started signing and took note of his name when he grabbed the log and said “you’re the one in a hurry, give it back to me! The African-American taxi driver’s name was [redacted] (or [redacted]) and taxi #[redacted]. Arriving at the hospital he did not drop me off as I had requested (South East entrance) and drop off at the main entrance. By that time I was already late, upset, and anxious and an atten[redacted]t had to take to the south east entrance.

On 6/14/13 I had filed a complaint with Revdex.com about this taxi company for the same problem. I received a voucher for $31 at that time, with a letter (without letterhead) signed by [redacted] Gilmet, apologizing. I decided to use the voucher on Wednesday 1/8/14 and give YellowCab another chance. The fare was only $11.20, so the taxi driver got a nice $19.20 tip from the voucher.

I will no longer use YellowCab/AAA. They are a rip-off, unprofessional to say the least. I won’t nothing to do with them. I just hope someone files a lawsuit. For me it was very upsetting as I was delayed by a half hour for a surgical procedure. Yellow Cab only knew I had an appointment at the [redacted]. I did not give them further details.Desired Settlement: I am done with AAA/Yellow Cab. They are unprofessional, rude, make excuses and do not respect customers. Very, very, very poor service. I gave them too many chances. I do not trust them. The taxis are also in poor condition.

Business

Response:

Due to the nature of this complaint the said driver [redacted] has been terminated. The driver should not have spoken to the passenger in that manor and we do regret that happened to the passenger. We strive on great customer service throughout the whole process and nothing less will not be tolerated. We hope that the passenger will continue to use our services again in the future but if she choose not to we are at a loss.Sincerely, [redacted]Fleet Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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.

Since the taxi driver [redacted] was fired, I hope he will not come around at my house since he knows my address. This taxi driver was a big African-American man with an angry attitude for some reason. I am afraid and will be watching my front door. I will not use any more services from AAA/Yellow Cab. I will also pass this along to people who might want to use AAA/Yellow services, NOT to do so to avoid experiencing the 2-3 issues I've had with this company. Regards,

Review: On the evening of May 16, 2014, I received taxi services from my home to Sky Harbor Airport:

My address: [redacted] Peoria, AZ 85382

To: [redacted] Sky Harbor Cir S Phoenix, AZ 85034

Veh. ID: [redacted] Driver: [redacted]

Date: 05/16/2014

Time: 22:33

Start: 21:57

End: 22:29

Trip Number: [redacted] AUTH: [redacted]

Fare: 71.35

Tip: 8:00

I made phone reservations for transportation with one of the [redacted] agents. Transportation was from my home to Sky Harbor airport. On the [redacted] website there is an Airport special: $15 for the first 8 miles and $1.50 for each additional mile. While making the reservation I explained to the phone representative that I would need transportation from my home to [redacted]. The car rental is located at [redacted] property. The phone representative quoted me a trip charge of $35-$45. When my driver arrived I explained to him that I wanted to be dropped off at the [redacted] vs. a terminal. Upon arriving at my destination and questioning the charge of $71.35 the driver assertively stated that the special only applied to drop off at an airport terminal.

The information that is provided on the [redacted] website does not specifically say that the special only applies to transportation to a airport terminal. Furthermore, I informed both the phone representative and the driver of my drop off location prior to receiving services. If there were stipulations in the special, I should have been notified prior to receiving services.

I have sent two requests to [redacted] via email requesting that the charge be adjusted to reflect the correct rate. At 31.1 miles the total amount should be appx $47.65. I have not received a response from [redacted] nor a refund for the over charged amount.Desired Settlement: I would like to be refunded $23.70.

Business

Response:

Good afternoon, Our website states our $15.00 to the Phoenix [redacted] Airport not the [redacted] located at [redacted] Sky Harbor Cir Phoenix, AZ 85034. [redacted], and [redacted] all have their name associated with that address in one way or another. Our special is for people going to the [redacted] to a terminal to catch a flight. With the inconvenience the passenger has suffered due to the lack of clarification we are willing to reimburse for the difference which would come out to $23.05. The pickup of [redacted] Peoria to [redacted] Sky Harbor CirPhoenix, AZ 85034 is a distance of 30.2miles. Our airport special fare from the pickup to drop off would come out to $48.30 leaving a difference of $23.05. With traffic delays and possible alternate route that might have been used we can adjust to the desired amount of $23.70. Terminal 4 which is the most common drop off destination is 2.8miles from the Rental Car facility, it might be owned by the airport but it’s not within a reasonable distance to be considered part of the Airport. When someone makes a reservation for the Airport special there are questions that are asked, such as what is the flight number and their departure time so we can insure they get to their flight on time. When the passenger was asked what there flight times and flight number was and was not given the critical information there seems that there was a hidden agenda before the call was even placed. Simply stating the drop off as [redacted] is not the correct name for the destination and cannot be directly associated to the [redacted] Airport when its referred to as the [redacted].If there are any other questions please feel free to contact [redacted] Fleet Manager [redacted]###-###-####

Review: My rental car was parked for valet at the entrance of the Hilton Phoenix Suites on 03/27/15 06:20PM when it was struck by Yellow Cab number 1138. The Yellow Cab driver left the scene after striking the rental car. There was a witness that gave a statement to local police and a police report was filed. There has been no response from the Yellow Cab in relation to this incident and I was required to pay the $500 deductible through Enterprise. Enterprise has failed to receive a response from the Yellow Cab company as well.Desired Settlement: Reimburse the sum of $500 deductible for this situation and it is considered resolved.

Business

Response:

On

October 27, 2015, our company was advise of the above referenced complaint. We

immediately investigated the information provided and determined that the

complaint was valid. The owner of our company made phone contact with the

individual filing the complaint and on November 2, 2015, AAA Full Transportaiton

check #3856 in the amount of $500.00, was issued and sent to the customer.

According to the owner, the individual who filed the complaint with Revdex.com

indicated his satisfaction with both the speed of and personal attention given

to this issue.We

regret the inconvenience this caused and believe at this time the matter is

resolved.Lyle

W[redacted]Quality

ManagerAAA

Full Transportation

Review: my son uses this used cab service on 1/26 to pick up his medication from [redacted] store ([redacted] and [redacted] St. [redacted] AZ.) He left is cell phone in the cab. I called his cell phone and the cab driver answered. She said I needed to pay her to return the phone to him. I called her several times and she said she would return it to him if she had time then she wanted me to pay her $10 for her to return to him. I told her he did not have the means to pay her. I have contacted the company and they do not have the phone in their lost and found. They were able to provide me with the drivers name and confirm that she did pick him up and bring him home. My son depends on his phone to contact his medical services. I live in [redacted] and need to be able to contact him. I would like the driver to return the phone to the AAA Cab offices lost and found so I can have his case manager pick up to get it back to him.Desired Settlement: That the cell phone is returned to lost and found so we can get it back.

Business

Response:

Good afternoon,I fleet manager was not aware of the issue until I received this email. I do apologize for the trouble the customer had to go through with his cell phone. On 1/2915 I immediately tracked down the cab driver and retrieved the cellphone from her. I had one of my drivers deliver the cellphone on this same date I received the complaint. If I would have been notified the same day it was forgotten in the cab I would have had the cellphone delivered on that same day. Again please accept our apology for any inconvenience.

Review: May 23, 2013 at 12:36 pm I phoned [redacted] to request a pick up to take me to the airport. The automated system advised that a cab would be dispatched immediately for a pick up and issued a confirmation number. Based on that information my neighbor who had offered me a ride, left for work. During my call at 12:58 pm the automated system advised a cab had been dispatched and would be there shortly. I dialed the dispatcher who advised there was no cab dispatched because the automated system was faulty. He issued a priority pick up and guaranteed a pick up within 15 minutes. At 1:14 the automated system was still stating a cab would be there shortly but the dispatcher advise no cab had been assigned. I was put on hold for a total call of 19 min 37 secs. and offered a free ride with a cab now on the way. At 1:37 I was called and told a cab was pulling up outside which was not correct. The cab arrived at 1: 41pm. The cab took the long way to [redacted] and we arrived at 1:58pm. The driver was not aware of the free ride and I paid him plus tip because it was not his fault. Missed the flight by 5 minutes.Desired Settlement: Change in automated policy/programming to protect others, new procedures to protect customers living near airport (currently no incentive for drivers to take small fares) ,apology, reimbursement for all costs related to the late pick up.

Business

Response:

Good Afternoon,After speaking with the driver, driver did not see the message of the fare being on a house account go through his MDT he has apologized to the company and wants us to convey his apologies to the customer for the mistake. We have educated the driver any time he has a customer stating the fare is on a house account he will immediately call dispatch or road supervisor on duty to verify the information is correct. We will also mail in a check for the fare amount of $15.00 to Mr. [redacted]. Again please accept our apologies for the inconvenience this may have caused. We constantly strive to provide the best customer service possible.Thank you and have a great day.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The taxi company has completely misconstrued my complaint. I was not complaining about the $15 cab fare. I am complaining about the lack of response to my request for a pick up. On several occasions, in response to my repeated calls, the message and dispatcher told me a taxi was on the way and would arrive shortly. It took over an hour to get a taxi assigned and this was only due to my continual calls and refusal to accept their lies. Taxi drivers do not want to respond to pick ups that will not generate a large fare. This is the root of the problem. The other issue is that due to [redacted]s lack of integrity I missed my flight to Seattle. Regards,[redacted]

Business

Response:

Good afternoon,Please accept our apologies again for the incident that occurred while you were using our services. We constantly strive to provide the best customer service possible. We are currently making a change to our automated system to educate customers on scheduling their pick for example: If it is domestic 2 hours prior and international 3 hours prior to the flight leaving. All of our drivers accept any call that comes through their MDT system they do not know the customers destination address. All drivers use a GPS system. Again we apologies and thank you for your feedback this will make us be better. Thank you for your time and we are sorry for any inconvenience.Thank you