Eveland Law Firm

It is surprisingly frustrating that the response from the business is coming from the manager in question during the issueFurther, I am beyond shocked that a manager would find it acceptable to blame a customerWhile he asserts it is not the driver's job to help customers, the front desk associates at the hotel assured me that every driver from this shuttle company comes in to help grab bags and we're both shocked that this driver did not even speak to me upon arrivalAdditionally, I did not place blame on the driver for my son falling, I do find an issue with the fact that he did not ask if my son was ok until other passengers were in the shuttle and he laughed claiming I dropped my childAlthough the manager feels this was me going on a rant, and threateningly claimed there are cameras, I would like to know if those have audio so he could see how disrespectful the driver wasHis comments was distasteful and embarrassing and no manager can tell a customer how they can or cannot feelAdditionally, I was not confrontational upon arrival at the shuttle facility until the manager became rude claiming it would never be communicated that drivers will not help with baggageI specifically stated that if I knew it were their policy, I would have looked for other means of transportationAlso, he did not mention his absurd comment where he went on a rant about the military, which I find to be ironic since he claimed I was the one being confrontation and rantingI will continue to push this issue until I speak with the owner of the company, not the awful, rude, and disgusting manager who I have been dealing with.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Response to complaint *** Dear Ms***: I am sorry you were dissatisfied with our service on July 7, 2017. As you observed, our service provides transportation from Whidbey Island to SeaTac International airport utilizes the Washington State Ferry System, county roads and
freeways that run through heavily urbanized areas Therefore, we and TSA recommend that you book your shuttle so that your scheduled arrival at the airport is at least two hours prior to your flight departure to account for issues such as traffic, accidents and of course ferry cancellations or delays. This notice is displayed in red and tagged “important” when you enter your flight information and clearly states that fares are not refundable when booked outside these guidelinesWhen you booked with us online you allowed only hour and minutes between our scheduled arrival at the airport and your airline departure contrary to our published guidelines Regarding your statement that that our shuttle was minutes late, we reviewed our GPS tracking information and video from the bus. We confirmed that we did in fact depart the stop on time at 10:AM and made an on time arrival at the ferry dock at 11:am in order to board the 11:AM ferry, the one scheduled for the trip you booked However, on July 7, there was a mechanical problem with one of the ferries which reduced service to one boat from two causing a delay of one hour in the ferry schedule. The ferry you commented on seeing when we arrived at the dock was in fact the 10:AM ferry leaving an hour late due to the same problem incurred earlier in the day and it had our earlier shuttle on board that was supposed to be on the 10:30 boat. The notification we received from the Washington State Ferry service earlier in the morning stated they expected to have the second boat returning to service with the 11:AM sailing. We were not notified of the further delays until 10:AM, long after our shuttle left our office and started the trip down the Island so it was impossible to notify anyone in advance. You were minutes from the ferry when we received this second email. We are sorry you incurred additional expense, however we cannot be held liable for the performance of the ferry system. We build in safety margins and recommend them at the time of booking for just such occasions but you opted to disregard themWe did provide the service to the airport you selected within our policy and recommendationsTherefore, we are unable to provide a refund as you have requested

Whidbey Seatac Shuttle is sorry that Ms*** was not happy with our service and that heroverall traveling experience was not what our passengers have come to expectWe do our best to keepall of our customers happy and work hard to meet our scheduled departures and maintain the securityof the
shuttles.Ms*** has three points upon which she feels that we did not meet her expectationFirst, thatwe did not go into the lobby of her hotel to claim her luggage and then load it in the shuttleOur drivershave a ridged schedule to maintain, at both the airport and the hotelsWe service passengers bringingtheir luggage to the shuttle for cheand loadingUnfortunately we cannot assist in locatingpassengers and their luggage at other than the designated pipointIf Ms*** requiredassistance with her luggage from the lobby of the hotel to the pipoint then the hotel generallyprovides porter service upon requestHad she made a request to our driver for additional assistance hemight have provided it as he was able to within the constraints of the schedule and security of thevehicle.Second, Ms*** asserts that the driver embarrassed her when he asked if her child was OK.Ms*** placed her toddler on a seat and began dealing with a carbagThe child crawledout of the seat and fell to the floor of the busThe driver enquired if the child was alright; as anyonewould, to which Ms*** began an unwarranted rant accusing the driver of calling her a “badmother”This did not occurThe driver just expressed his concern for her childWe have videocameras on the shuttle that recorded the incidentMs*** claim is baseless.Third, it is her position that a manager further embarrassed her at our officeEven though her husbandwas not on the shuttle or even in the State he called and registered a complaint about not assisting withthe luggage and was assured by the manager he would speak with Ms*** to find out thedetails and see if there was anything that he could do to assist her with getting to her final destinationand make sure that our driver had comported himself properlyMs*** was confrontationaland completely uncooperative and would not engage the manager other than to complain about everyaspect of the tripHe had another driver standing by to finish her trip as she did not wish to continuewith her driver from the airportShe refused any assistance from the new driver and departed theoffice on foot.This incident, as described by Ms***, is so anomalous that it is not believableWe transportover 60,passengers each year and while it is true that you cannot please everyone every time, ourcomplaints are so few and so minor that this one stand out as exceptionalWe can only surmise thattraveling alone with luggage and an infant, Ms*** was somewhat overwhelmed and overtaxedI doubt that there was anything that we could have done that day that would have been to hersatisfactionI certainly sympathize with traveling mothers in this day and age; it can be daunting and challengingWhile we regret her perception of the trip we feel that we performed properly and did takeMs*** to her destination or at least to our office near her destination after which she refusedfurther serviceWe are willing to refund her $of her fare as she departed the shuttle short of herdestination in a gesture of conciliationIt is our sincere hope that her day improved once reachinghome.Ms*** needs to call our office to receive her refund as we do not keep any credit cardinformation on fileAny Customer Service Representative can accomplish this for her in a matter of justa few minutesThank you for this opportunity to clear this matter up.Respectfully,James J***General Manager