Buffalo Transportation, Inc.

We received the complaint over the weekendThe taxi driver in question, who was not an employee of ours, but an independent driver, was brought in on Monday and told that we would no longer be using him as an independent contractor Additionally, two vouchers for twenty dollars apiece were
sent to Ms***, who just recently confirmed that she received them, and indicated her general satisfaction with how the situation was handledWe do not want anyone to feel disrespected or unsafe in our vehicles, and we work hard to weed out any employee or independent contractor who does not contribute, or who actively works against, achieving the goal of a seamless and excellent customer service experience

On
February 19th 2015, when Ms. [redacted] was waiting for her 7:00 AM
pickup, the travel conditions were extremely bad due to heavy snowfall. Buffalo
Transportation vehicles were experiencing big delays in all departments. As a
result, the driver who came to pick up Ms. [redacted] was 36 minutes late. He...

did,
however, wait ten minutes for her before assuming the customer was a No Show
and leaving. Perhaps due to the intense difficulty in parking space
availability our driver was not as visible as optimal. However, these were very
real issues for everybody attempting to drive and park on the roads, and
lateness due to extreme weather conditions should be understood as a practical
issue that can affect customers’ commutes. We do our very best to be there on
time every time, whether a customer is paying out of pocket or with government
assistance, and we do not discriminate in any way against our customers. We are
certainly very sorry that Ms. [redacted] experienced such difficulties on that day,
even if inclement weather was the primary source of those difficulties.  As a result, we are attempting to contact her
to offer her a voucher for a free ride anywhere within Buffalo City limits.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The driver's account is absolutely untrue and fabricated.  I will pursue further legal matters if need be to resolve issue as clearly the business does not take the matter seriously.  The dispatch representative also relayed that this particular driver has had many complaints for driving dangerously.  I requested a follow up phone call to the matter (after the initial call) and received no response.  I am highly disappointed that you are choosing to place blame on myself and clearly avoiding responsibility.  The car that you are referencing is not mine and also not what we discussed.  It seems that your driver has had several run ins with other drivers then since he cannot recall the events clearly at all.  I will contact an attorney to further the matter and protect the public since the business has no interest in doing so.   Regards,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Regards, [redacted]
 
My home phone is [redacted] and would like the $10.00 credit .
Thank you

In the case of this incident, the driver of van #** at the specified time of day on 2/27/15, when
questioned, remembered an short incident with 
a driver of a [redacted] or other [redacted] vehicle. He remembers the
incident very differently, however; that day was very snowy, and he...

remembers
sliding on snow/ice and swerving as a result of that, which is in line with the
weather conditions that day. He recalls the driver beeping at him and getting
quite aggressive with him, but said he did not respond, and said that it seems
that the driver/writer of the letter of complaint seemed to take personally
moves which were made in avoidance of an accident. Nevertheless, our driver does apologize
for any inconvenience or misunderstanding, however, and he has been
reminded, through a warning, that reckless and aggressive driving is not tolerated in
drivers who work for this company, as we take safety very seriously.

The reason behind the multiple charges was a computer error, which happen occasionally, and which we always follow up on. Customer satisfaction is our first priority. The accounting office accepted that the changes were out error, and for this trip, the customer was refunded $60 dollars for the...

error. Additionally, they received a fifty percent discount for two future trips. The customer was very satisfied with these terms.

On that particular Friday evening, Buffalo Transportation was experiencing a higher than usual volume of discharges, due to it being the Labor Day holiday weekend, so unfortunately this wheelchair van was delayed by around 45 minutes on the occasion of the transportation. Additionally, the...

restrictive entryway of [redacted] hospital creates regular issues for timely pickup especially for our Wheelchair drivers, as those vehicles must pick up customers at the front (unlike ambulatory vans, for which the drivers can park a little further and collect their passengers by walking to the entryway and back), only a few vans can fit the small entryway at a time, and there was considerable backup of vehicles on that day. We did arrive closer to on time than our actual pick up time of the client would suggest, we were merely unable to get through to the correct spot as quickly as hoped (or as we generally do.)We have tried repeatedly to get in touch with [redacted] to no avail. One of her numbers is a work number with no extension for what appears to be a large company, and we are unable to get past the automated system to communicate with her. The second number has also proved unfruitful to our attempts to speak with her about the situation, and who the person is she spoke with who upset her. We have questioned all of the managers, most of whom were not working by 6:30 on that day, and none of them recall speaking with anyone regarding this matter. We would be happy to offer [redacted] either ten dollars as a refund, OR a credit of $20 dollars off of her next transportation with the company, but because the transportation did occur and a driver did take time to come and get her and bring her where she needed to go, so we believe a full refund to be unwarrented. We hope that we will have success in reaching [redacted] in the near future.  If she could contact  customer service via [redacted] we would be happy to speak further with her regarding her mother's transport. We do greatly regret the delay.