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Icon Security Systems, Inc.

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Icon Security Systems, Inc. Reviews (2)

Virgil <[email protected]>3:33 PM to me Dear [redacted]: This is in response to the complaint ID [redacted] Here is our response. The complainant, [redacted] did not contact our office concerning this matter. We were unaware of her displeasure until we received your...

correspondence sometime around October 20, 2016. I personally called Miss [redacted] on October 24 and she was not in a position to talk. She said to call back in 15 minutes. I did, and left a voice mail with her. She returned my call the following day, the 25th of October. After discussing the issue she had with us, I agreed to refund her in full the $ 83.89 she paid for her tickets, when I received her unused tickets. I received the tickets on or about October 29, 2016 and had a refund check issued and mailed to her about November 1, 2016. I apologize for the delay in responding to you, this file was filed away by accounting after they mailed the refund to Miss [redacted]. Please acknowledge receipt of this email. Thank you. Cordially, Virgil L[redacted]Barons Bus888-378-3823Extension 205

Thank you for giving us the opportunity to respond to Ms. [redacted] comments about our service. We are a regular scheduled route intercity bus company. we are not a demand responsive operation. As such we make stops at all locations in accordance with our company policy to leave and arrive as close...

as possible to the times on our posted schedules. In the event we are running behind schedules, we may by pass a stop if there is no one on the bus ticketed for that location. This is only done after checking with the agent at the location and our computer system, to be sure there is no passenger waiting to board at that location.The complaint states that the passenger had asked the agent in Charlottesville if they could get off in Goshen. If the ticket had read Goshen the bus would have stopped. The ticket was to South Bend. The driver in charge of the bus in question was not aware of any conversation with the ticket agent in Charlottesville nor was he aware of anyone wanting to get off in Goshen. He had no tickets for that location. A few miles after they had passed the stop location in Goshen the passenger asked the driver to take her back to the Goshen stop. At that point he could not do so as he would have been very much later than his required schedule arrival times on the remainder of the trip. Other passengers on the bus would have missed connecting bus lines in other locations.Ms. [redacted] had a ticket to South Bend, Indiana. The bus terminal in South Bend is in the regional airport and is very well lit and a safe terminal as airline flights, trains and other bus company's all utilize the same facility. If Ms. [redacted] wanted off in Goshen when she purchased her ticket she should have purchased it to Goshen and not the next stop beyond.We appreciate Ms. [redacted] and hope she will give us a second chance to prove that service on our bus line is acceptable in all respects. I do hope she can understand why we were unable to turn the bus around and take her back to a location for which she did not have a ticket. 
[redacted]

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Address: 8306 Mills Dr Ste 354, Miami, Florida, United States, 33183-4838

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