Hopskipdrive Reviews (%countItem)
Hopskipdrive Rating
Address: 1320 E 7th St #200, Los Angeles, California, United States, 90021
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This company has a lot of problems with their service and are not providing the service that it advertises.
I started using this ride service in August, and I have had ongoing problems with this service that I have repeatedly addressed with the company that still have not been fixed. The company advertises that their rides can be tracked through their app:
"Download the HopSkipDrive app to easily schedule rides, get real-time updates, and track the progress of your child's ride, from the moment your CareDriver leaves to pick them up, to the moment they're dropped off safely at their destination." This feature almost never works through their app and the company also cannot always track their own drivers. Also, their app also indicates that their drivers can be contacted directly by phone during rides, but this feature have never worked since I started using their service in August. Because of this, I have had to spend an hour every day on the phone with this company (while I am at work), trying to figure out where the drivers are or trying to reach the drivers directly. Also, their drivers are consistently late for pickups which has caused my child to be late to school. I have addressed all of these issues repeatedly with this company, but they have not corrected any of these issues since August. This company still charges full price for their services even though they are not providing the full service that they advertise and customers are being inconvenienced by all of these problems. The owner of this company needs to address correct these problems because a paid ride service shouldn't operate this way with all of these problems.
I have addressed all of these issues with this company for months now, but I haven't seen any improvement in their service. I would like the owners of this company to contact me directly to tell me if this company has any intention of correcting all of these problems with their service and provide me with a time frame for when these problems will be corrected. If this company would like me to continue to use their ride service, then these issues need to be corrected immediately and a substantial credit needs to be issued to my account for all of the problems with their service that I have had to endure for months.
HopSkipDrive has been in constant communication with this customer to attempt to resolve the issues she has experienced. This has included over 179 calls an emails from CX staff and management. Unfortunately, the issues she has experienced appear to be isolated to her device and/or account and not widespread. This has made root cause identification difficult as we are unable to reproduce the issues elsewhere. For her issues we have credited her fairly and per our guidelines when they occur, including both full and partial refunds.
(The consumer indicated he/she DID NOT accept the response from the business.)
The response this company provided is not accurate. First, their employees told me that the technical issues with their app were happening with other customers as well, so it is not "isolated to my device." They do not seem to have the technical staff that know how to resolve these issues. Second, I made multiple requests of this company to receive a full credit for $45.83 for a ride that was late on 11/6/18, but this company refused to issue a full credit for this ride. Finally, this company has not provided the resolution I requested which was for the owners of this company to contact me directly to let me know when these technical issues will be resolved and for the company to issue a "substantial credit" to my account for the ongoing problems and inconveniences I have experienced with their service.