Access

Review: I go to a meeting every Saturday morning from 10 AM to 11 AM. On August 17, I was picked up at the house at 8 AM and taken to [redacted]. where I would wait for my transfer trip due at 9 AM. Thew driver came at 8:50 AM and escorted me on to the bus. He proceeds to tell me that we have a bit of a wait because his next pick up was not until until 10 AM. He waited for about 10 minutes and then went to Kirkpatrick St. where he pulled over and parked for 1/2 hour. He pulled out and headed to his next pickup. Parked on the corner for about 10 minutes. When he pulled out he could not find address, so he asked a neighbor. He had to secure the wheelchair and passenger taking another 10 minutes. We finally got to my destination at 10:20 AM. I called on Monday to register a complaint. I missed a lot of the meeting. Access finally got back to me stating that they retrained him, but would not reimburse my money, $18.30Desired Settlement: I would like a refund since I did not get to meeting on time and there was plenty of time to get me to Wilkensburg and still get to his next pickup. This was a waste of time and money.

Review: In late 2013, Access communicated its intent to raise its prices to what I considered to be an unreasonable price. As a result, I contacted them to cancel their service. Access agreed to eliminate the price increase and I continued with their service. There was no problem with billing until several months ago when Access's invoices began to reflect the increased charges communicated in 2013. I contacted Access and they agreed to eliminate these charges and apply credits to my account.On September 15th, I received an invoice dated August 31, 2014 with an outstanding balance of $88.65. This balance is the result of the additional charges above and beyond the monthly service fee that has been paid each month.On September 15th, I communicated to the local office and their corporate headquarters my intent to cancel my service if this was not resolved by the end of September. I received the following response from corporate that day: "Thank you for your email. We have had a great response to thestatements that were sent to our clients. As such we are workingthrough a large volume of emails and voicemails and will reach out toyou within 2-3 business days. All emails and voicemails will beresponded to in the order in which they were received.We appreciate your patience and look forward to working with you.Thank you- Accounts Receivable."This was the only communication I received.I sent today another email to their corporate headquarters with my intent to cancel if this was not received by the end of September.This is clearly an example of the total and complete failure of their customer service function.Desired Settlement: I am assuming this will not be resolved in the next two days since I have not received a response during the last two weeks. I would like your assistance in ensuring that credits are applied to my account to reflect its appropriate zero balance.

Business

Response:

We are going to credit Mr. [redacted]’s account for the past due services. Please let me know if you need anything further. Thank you,[redacted] Client Care Supervisor Access

Review: Our office received an incorrect invoice back in August of 2014 of over $1088 from Access. Since receiving the invoice I have repeatedly emailed them and made multiple phone calls trying to get them to make the appropriate corrections so we can pay what is actually owed. Access employees have stated they will take care of it and have failed to follow through and resolve the issues. Inevitably they fail to get back to me and fail to send a corrected invoice. I have a trail of emails to document the amount of time and effort I have put into trying to get the invoice issues resolved. Access has now sent a letter threatening to send our office to collections and destroy our office records if we do not pay the account within 15 business days. While this incident is the biggest current problem we are having with them their online record system, customer support and service has been less than adequate over the past couple of years (since there was some sort of change in ownership/management).Desired Settlement: Given the amount of time & effort I've put into trying to work with Access & since they have done nothing to get the issue resolved, an appropriate response would be for them to waive our charges completely on the invoice and apologize for the incredible inconvenience, their irresponsibility & failure to provide adequate service.2nd best would be to receive a corrected invoice (so we can pay them what we owe & be done with Access once and for all) & an apology as noted above.