All Three Shuttle Service

In response to the customer complaint on September 14, 2017, she had a late night flight and the drivers called out that day due to hours of drivingI called her immediately when I found outMy communication was direct and by a personal phone conversation [redacted] thought we should have called the day before but we didn't know the day before.I refunded her money within minutes of the callShe was upset for sure, however she was a regular customer of ours and we have provided her with quality transportation service to accommodate her late arrivals and departures.We are a small growing company and on some rare occasions we may have to call the customer and try to make other arrangementsI called her with more than six hours before she was scheduled to travel.I did suggest calling another transportation company, to try to offer solutions because we care.One fact for transportation companies is things change on the fly, in minutes everything can be differentWe try to resolve every situation with compassion and concern for our clientsAgain I refunded her money within minutes of the call, which is our policyWe have recently implemented a new scheduling system and an online reservation system to improve the quality of service for our customersWe have also hired more drivers to handle our growing demand.Thank you for an opportunity to share our perspective

I am rejecting this response because: while they are correct in saying that they refunded me the money,it still took a while before I actually received the refundThe excuse of not calling me the day before or having a contingency plan is unacceptableTelling me to call another transportation company seven hours before a flight departs is also unacceptableMay I remind this business,that we live in an area that has very limited access to mass public transportationWe are at the least a good two hours away from LAXStop hiding behind the excuse that the company is smallGood businesses have contingency plans and do not leave their customers hangingThey should not be in business if they cannot think ahead

In response to the customer complaint on September 14, 2017, she had a late night flight and the drivers called out that day due to hours of driving. I called her immediately when I found out. My communication was direct and by a personal phone conversation. [redacted] thought we should have called the...

day before but we didn't know the day before.I refunded her money within minutes of the call. She was upset for sure, however she was a regular customer of ours and we have provided her with quality transportation service to accommodate her late arrivals and departures.We are a small growing company and on some rare occasions we may have to call the customer and try to make other arrangements. I called her with more than six hours before she was scheduled to travel.I did suggest calling another transportation company, to try to offer solutions because we care.One fact for transportation companies is things change on the fly, in minutes everything can be different. We try to resolve every situation with compassion and concern for our clients. Again I refunded her money within minutes of the call, which is our policy. We have recently implemented a new scheduling system and an online reservation system to improve the quality of service for our customers. We have also hired more drivers to handle our growing demand.Thank you for an opportunity to share our perspective.