Cook & Reeves Wheelchair Transportation, Inc.

Revdex.com:
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.
Regards,
[redacted]
 
 
 Regardless of the excuses used by this business, my mother was a victim of poor service. I don't appreciate the irrelevant remarks about my mother's mental state at the time. I have a difficult time understanding how this business encourages a family member to transport with the user. If we did that, we wouldn't have needed this service in the first place. Whatever excuse or other "factors beyond our control," the bottom line is the service was poor and that should be made right. I won't stop until that is done.

Please see attachments for original.
Cook & Reeves Wheelchair Transportation, Inc. is in the business of transporting people with disabilities. We transport them to all types of appointments, such as kidney dialysis, doctors appointments, etc. Basically, anywhere they need to go, We mainly...

provide this service to people in nursing homes and assisted living facilities. Our goal is to provide a much superior service to what is currently available. We are very selective in the people we hire as well. We want to make sure that our clients are treated like family. Many of our clients are transported several times a week and look forward to their outing, whatever it may be,
Our company was contacted by the facility, for Mr. [redacted]’s mother to be transported to an appointment at a hospital downtown, She was scheduled to be picked up on April 27th for an appointment at 2:30 pm. Our driver called the facility at 2:15 to let them know he was running a little behind. He arrived at the facility at 2:31 pm, When he arrived, Ms. [redacted] was not ready to go. He notified dispatch at 2:38 that he was still waiting for her, He ended up waiting for 25 minutes for her to get ready. The nurse at the facility was not happy, that our call was not relayed to her, so she could have Ms. [redacted] ready. She arrived at her appointment at 3:22 pm. Our driver went in with her, to make sure the doctor is still going to be able to see her, The doctor was able to keep her appointment,
At 4:15 pm, we received a call that she was ready to picked up and returned to the facility. We dispatched a driver to pick her at the hospital downtown.
On the way downtown there was an accident on the expressway, which had traffic backed up, Then the traffic was extremely heavy downtown, due to normal rush hour and additional Derby traffic. In the packet, which is provided to every facility, we have a page of what to expect, I have enclosed a copy for review. On this page it states, that our normal wait time for pickup s 15 to 30 minutes, after we receive the ready call. It also states that you may experience longer wait times, between 7:30 and 8:00 am and 3:00 to 4:30 pm due to traffic congestion. Obviously, these are not circumstances we can control, Most of our clients commend us on our promptness, in comparison to what they are used to, in Ms. [redacted]'s case, our driver arrived to pick her up at :35. We also had another client to pick up at the same location we picked up Ms. [redacted]. This client was going to a different facility that is on the way to drop Ms. [redacted] off, Ms. [redacted] arrived at the facility at 6:45 pm.
While waiting for the driver, Ms. [redacted] apparently became upset and called her daughter. Her daughter called our manager, [redacted] several times and said her mother was freaking out. She said that her mom had been very depressed and emotional the last few weeks. The facility had recommended that a family member go with her to her appointment, but no one did. Had someone from her family gone with her, it may not have been as stressful for her.
The next day her son contacted our manager [redacted], to find out why his mother had been Inconvenienced. He began insulting our company and demanded a refund for the transportation, We tried to explain to him the circumstances, but that wasn't what he wanted to hear. He said his mother was diabetic and on a feeding tube. He said her blood sugar was high and she was dehydrated. Again, this is why a family member should accompany the patient. He felt that we should have stayed and waited with his mother. That is not part of the service we provide, We provide transportation to and from the appointment. We never know when a patient is dropped off if they will be 30 minutes or 3 hours, There are no transportation companies that will stay with a patient they transport.
While we regret that Mr. [redacted] is dissatisfied with our service, we contend that we did provide the service his mother paid for. We transported his mother to and from her appointment, as timely as humanly possible. Since none of the delays were controllable on our part, we will not be refunding her fee. Had our driver been negligent or done that was not policy, we would gladly refund their charge, We wish Mr. [redacted] great success, in finding someone that will meet his expectations, the next time his mother needs transporting.
Sincerely,
[redacted], Jr President
 
What to Expect
The Cook & Reeves office will confirm your reservation the day before or the day of Your appointment. The Cook & Reeves driver will pick you up in a wheelchair Accessible van at the scheduled time and deliver you to your destination, The Driver is not allowed to take a wheelchair up or down stair steps. You must have a ramp or someone to get you down the steps. If you need assistance into your appointment, the driver will take you inside and make sure you are signed in and provide the office staff wkh the Cook & Reeves number,
The driver will ask for payment at the time of service, unless prior arrangements Have been made with another party, such as the nursing or rehabilitation center Where you are staying, an Insurance company, or other responsible party, Your Signature may also be requested,
When you are finished, simply call the office or have the office staff call for you. The usual wait for pick-up is between fifteen and thirty minutes. You may Experience longer wait times between the hours of 7:30-8:00 am. and 3:00-4:30 pm. due to traffic congestion. A family member or caregiver is Always welcome to ride along for no additional charge.
What We Ask of You
In order for our drivers to stay on schedule, it is important to leave at the Scheduled pick-up time. Please be ready to depart when the driver arrives, if you Do not need a return trip, please notify the Cook & Reeves office. This may happen if Your physician decides to admit you to a hospital or a family member takes you Home. IF your physician orders tests, labs, etc. and sends you to another location, please contact the office to confirm the time and location for pick-up. If your return trip will be at :00 p, or after, it is necessary to make advance reservations. Please note, Cook & Reeves does not provide oxygen, Please make sure you have an