Discount Cab

We have reviewed Mr. [redacted] complaint and have found that he was indeed double-charged. We’ve corrected this with our accounting department and the double charge was refunded to him on November 21, 2014.  
We are very sympathetic to Mr. [redacted] complaint, as we do not want any...

customer of Discount Cab to be disappointed with our service.  We understand his frustration in getting this matter handled in a timely and inefficient manner. Our CSC reps have been coached on how to provide improved customer service. We apologize for any inconvenience Mr. Samford might have experienced. We hope that he will give Discount Cab another chance in the future.

We investigated Ms. [redacted] complaint and researched the order and trip records to better assess the situation.  From this assessment we were able to locate that when her card was processed there was an issue with the server that caused it to hold the payment of the trip for a later time. We...

have contacted our service provider and reported this issue to have it addressed.We are very sympathetic to Ms. [redacted] complaint, as we do not want any customer of Discount Cab to be disappointed with our service.  We immediately reached out to her upon receiving the complaint.When we originally contacted Ms. [redacted] by email and phone on February 3, 2014, we could unfortunately not reach her because her voicemail was full. Our accounting department was able to reach Ms. [redacted] this morning and talked through the situation with her letting her know about that error. The credit card charge is being refunded.We have been in contact with the driver, and have been assured that this individual will work more diligently in the future to mitigate situations with the servers.We apologize for any inconvenience this confusion may have caused Ms. Carter. Our relationship with every customer is important to us, and we will do all we can to ensure she gives Discount Cab another opportunity.

To:       Revdex.comFrom:  [redacted]Re:      Response to the response for case #[redacted]Date:   02/26/2014We have again investigated Mr. [redacted]’s complaint and researched the order and trip records to better assess the situation.  From this assessment, we were able to speak with the driver again. The driver noted that the walker was already damaged before he placed it in his vehicle which he mentioned to the passenger.At the original complaint, we contacted Mr. [redacted] and talked to him about the situation. At which time he indicated that the walker was already five years old. After we again talked to our driver, his account remained the same of the ride.We are very sympathetic to Mr. [redacted]’s complaint, as we do not want any customer of Discount Cab to be disappointed with our service.  We’ve decided to issue a check for $100 in good faith effort towards the purchase of new walker that will be sent in the mail on Friday, February 28, 2014.  We sincerely apologize for any inconvenience the walker breaking might may have caused Mr. [redacted]’s mother.

We investigated Mr. [redacted] complaint and researched the order and phone records to better assess the situation.  From this assessment we were able to report on the following findings.The driver entered the address the passenger provided into his GPS and confirmed that it was the car...

rental facility with Mrs. [redacted]. The passenger then responded to the driver, no terminal 2. As we checked our GPS, it shows our driver drove by the rental car facility and then drove the passenger to the terminal. The driver reported that the passenger thanked him and paid for the fare. From checking the phone conversations, Mr. [redacted] did talk to a few different call center agents about the situation. The last agent he spoke with offered him discounts of a future ride when explained the issue.  We are very sympathetic to Mr. [redacted] complaint, as we do not want any customer of Discount Cab to be disappointed with our service. We have been in contact with the driver, and have been assured that this individual will work more diligently to solidify the location of the destination with the customer. In addition, the call center agents have been coached on handling customer concerns and tone. We apologize for any inconvenience Mr. [redacted] and his wife might have experienced. Our relationship with every customer is important to us, and we hope that he gives Discount Cab another opportunity.

We are very sympathetic to [redacted] complaint, as we do not want any customer of Total Transit to be disappointed with our service. We also understand her frustration in getting phone calls that aren’t directed towards her at all hours of the night.I’ve been working with...

one of the Call Center Supervisors and we were able to find her phone number and remove it from the database. However, we did notice thatthe trips being requested were done via fax and her number was listed as the contact number.We have red flagged the number in our system as one not to be used, but that is a manual entry and unfortunately we can’t guarantee that it won’t be used. Wewould ask [redacted] to notify her staff to confirm the correct information is on all fax orders sent in.We apologize for any inconvenience [redacted] may have experienced. We did try to call [redacted] this week and left one voice mail with the supervisor’s directnumber. She had not returned the call as of yesterday.Please contact me directly at [redacted] or [redacted] if you have any other concerns.

To: Revdex.com From: [redacted]Re: Response for case #[redacted]  [redacted]We are sorry that Mr. [redacted] is unhappy with his...

time at Total Transit.I worked with our CSC Operations team and have received documentation that Mr. [redacted] initially contacted Discount Cab for a 9am pickup. Air Canada requires a check in of 120 minutes prior to departure for an international flight. Mr. [redacted] was approximately 21 miles from the airport and did not allow enough time to arrive at the airport for his scheduled flight at 11:10a. We also have supporting documentation that Mr. [redacted] stated his ticket was in the amount of $440.We are not responsible for Mr. [redacted] lack of planning to arrive a minimum 2 hours prior to his departure for his international flight.Regards, [redacted]Total Transit

[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.]

The two passengers from that day are C[redacted]and J[redacted] Mr. [redacted] is the one they made leave the wheelchair. Driver charged Mr. C[redacted]to take his chair.
I do think that some type of report should be made to whoever grants or oversees the cab drivers licensing

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,

We have reviewed Mr. [redacted] complaint and have found that he was indeed taken a non-direct route for his ride home. We will refund the complete amount of the trip, if he would please provide us the last four digits of the credit card he used to pay for the trip. Please email those numbers...

to[redacted] or you can call them in to ###-###-####. We are very sympathetic to Mr. [redacted] complaint, as we do not want any customer of Discount Cab to be disappointed with our service.  We understand his frustration in getting this matter resolved. Our driver has been counseled on how to provide a better customer service experience and adjust fare amounts when necessary. We apologize for any inconvenience Mr. [redacted] might have experienced. We hope that he will give Discount Cab another chance in the future.

To: Revdex.com

From: [redacted]

Re: Response to case #[redacted]

Date: 03/06/2014

We have investigated Mr. [redacted]’s complaint and researched the order and trip records to better assess the situation.  From this assessment,...

we were able to speak with the driver and directly with Mr. [redacted]. 

After talking to our driver, we coached her on increasing her levels of customers service and let her know that the actions were not acceptable even in times of frustration with schedules.   

We are sorry that Mr. [redacted] had trouble reaching a supervisor to address this complaint. Unfortunately, we could find no record of the message which was why the call was not returned. We sincerely apologize for the inconvenience. 

We are very sympathetic to Mr. [redacted]’s complaint, as we do not want any customer of Discount Cab to be disappointed with our service.  Mr. [redacted] can feel free to reach out to [redacted] directly at ###-###-#### if he experiences any other issues or wishes to speak further.

We have reviewed Ms. [redacted] complaint and have found that she was indeed double-charged. We’ve corrected this with our accounting department and the double charge was refunded to her.  

We are very sympathetic to Ms. [redacted] complaint, as we do not want any customer...

of Discount Cab to be disappointed with our service.  We understand her frustration in getting this matter handled in a timely and inefficient manner. Our CSC reps have been coached on how to provide improved customer service. 

We apologize for any inconvenience Ms. [redacted] might have experienced. We hope that she will give Discount Cab another chance in the future.

We are very sympathetic to Mr. [redacted]’s complaint, as we do not want any

customer of Total Transit to be disappointed with our service. We also understand

his frustration in getting to his destination in a timely and cost-efficient manner.

While we always strive for the lowest service times...

possible, under the contract

with the State, we and our transportation providers have 90 minutes, from the time

the call for the return trip is received, to pick the passenger.

We apologize for any inconvenience Mr. [redacted]’s may have experienced and look

forward to providing services to them in the future.

Our operation’s manager will be refunding at a minimum of $25, as required.

However, in order, to do that, we need the last 4 digits of the credit card used.

Please contact me directly at [redacted] or [redacted] with

this information.

We are very sympathetic to Mr. [redacted] complaint, as we do not want any customer of Discount Cab to be disappointed with our service.  We apologize for any inconvenience Mr. [redacted] might have experienced. Please have him provide a copy of his receipt and complete the attached W9 form, we will...

reimburse him for the parking expenses he incurred.

We investigated Ms. [redacted]’s complaint and researched the order and phone records to better assess the situation.  From this assessment we were able to locate her phone with one of our weekly drivers.We are very sympathetic to Ms. [redacted]’s complaint, as we do not want any customer of...

Discount Cab to be disappointed with our service.  We immediately reached out to her upon receiving the complaint and the phone from our driver.  One of our employees drove the phone to her location and dropped it off as soon as we could.We have been in contact with the driver, and have been assured that this individual will work more diligently in the future to returns items to the customer. We’re also reviewing and working on a more streamlined process for returning lost items to their owners to eliminate their frustrations.  We apologize for any inconvenience this delay in returning the phone may have caused.  Our relationship with every customer is important to us, and we will do all we can to ensure she gives Discount Cab another opportunity.

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.As you can see being loose had nothing to do with the damage done by the driver. He broke the break handle on the walker.[redacted]Regards,[redacted]

Review: On 12-19 at 7:53 pm I called to request a cab to take my wife to the sky harbor rental car facility. The gentleman on the phone told me I would see a cab in about 20 min. At 8:39 the cab had still not arrived so I called back to Discount cab, the lady I spoke to said that someone set it up for a midnight pickup. The lady changed it a dispatched a cab right away. The cab showed up at 8:54 and my wife informed him she was picking up a rental car at sky harbor rental car facility. The driver took my wife to sky harbor airport terminal 4 instead of the rental car facility and took her payment of $34.70 and left, never did he ask if she was at the right place. My wife had to find a different ride to get to where discount cab was supposed to take her . I called discount cab to discusses the problem and was sent to 4 different people. The last lady I talked to was rude and when I asked her to refund part of the trip she said they wont do that and hung up on meDesired Settlement: Refund the amount of $34.70

Business

Response:

We investigated Mr. [redacted] complaint and researched the order and phone records to better assess the situation. From this assessment we were able to report on the following findings.The driver entered the address the passenger provided into his GPS and confirmed that it was the car rental facility with Mrs. [redacted]. The passenger then responded to the driver, no terminal 2. As we checked our GPS, it shows our driver drove by the rental car facility and then drove the passenger to the terminal. The driver reported that the passenger thanked him and paid for the fare. From checking the phone conversations, Mr. [redacted] did talk to a few different call center agents about the situation. The last agent he spoke with offered him discounts of a future ride when explained the issue. We are very sympathetic to Mr. [redacted] complaint, as we do not want any customer of Discount Cab to be disappointed with our service. We have been in contact with the driver, and have been assured that this individual will work more diligently to solidify the location of the destination with the customer. In addition, the call center agents have been coached on handling customer concerns and tone. We apologize for any inconvenience Mr. [redacted] and his wife might have experienced. Our relationship with every customer is important to us, and we hope that he gives Discount Cab another opportunity.

they never showed up! I called the night before and ordered . I then called when nobody showed up and they said they would be there in 15 minutes. they never showed up again. I missed my flight . I then called them back and they would not answer my phone calls. (must of had caller ID). I lost a $500 dollar non refundable ticket because of them,,,,,,,

service for handicap individuals by this company is despicable at best. twice I have scheduled round trip rides both times when it came time for the return ride the cab was not there. once it took 5 hours for them to find a wheelchair cab they simple dropped me off and didn't make sure my return ride was scheduled. I ran out of oxygen and almost had to go to the ER. the next time I had the driver make sure my ride was scheduled before he let me off well guess what I came out from a event which was 30 miles from my home at 9pm and no return ride. I called [redacted] who had a wheelchair cab there for me in 20 minutes this is after waiting and hour and a half for Discount to try and get someone out there. In the meantime I was sitting alone in the dark in an area with no other transportation. I don't know what I would have done had [redacted] not been there for me. I will never call Discount again ever.

We have been without our own transportation for almost an entire month. Can not believe the horrible service this company has provided. We have contacted them for their services at least 10 to 20 times within the past month and there has not been one single time that they have not screwed up our order. There has been times where we have waited for hours other times while waiting they just don't show. This taxi company is definitely not one I would recommend for anybody.

Do not expect to ever speak to someone from customer service. They do not exist. After spending 40 minutes on hold, I called their leasing office only to be on hold for 15 more minutes then have the line mysteriously disconnect. Call back, hold for another 20. Never actually reached the mystical land of Discount Cab customer service. Do not even attempt to be connected to lost and found, they have a extremely unhelpful form online that ask for mundane information most people would never know. This is beyond frustrating and I do not understand how the Revdex.com can continue to give their accrediation to a company that has terrible service, high number of complaints with no recourse, and poor rating throughout other sites.

I have not used Discount Cab for two years. I used to received excellent service, even if the cab was late or I had to call more than once. My most recent service in the past couple months. Two drivers would get lost, drive extremely fast, and did not know the area. In addition, expect a large tip. The third driver was efficient. I had to call dispatch twice, the first time I called dispatch, the driver was given the wrong address.

I have noticed if I call from a doctor's office, there is always problems with dispatch,

no matter what the address. Previously, I could always count on Discount Cab if I needed transportation.