Dear [redacted] :I received your letter dated February regarding Mr [redacted] 's complaint, ID [redacted] Please find below our response:Aloha and thank you for bringing this issue to our attentionThe agent who had taken in your cancellation request on the day of your service was new and did not realize that per cancellation policy, all cancellations made after noon, the day prior of scheduled service, will result in a 100% charge being incurred with no refundsShe also did not appropriately document your departure cancellation leading to the confusion in scheduling.We have since processed afull refund of the amount you had paid through your credit card- $and you should see it reflected in your accountWe have also addressed the operating procedures and policies with the agent to ensure that this miscommunication does not happen againWe sincerely apologize for any confusion caused in this incident; please feelfree to contact us at [redacted] [redacted] if you require anyfurther assistanceMahala.Thank you for assisting and allowing us to resolve this dispute
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Revdex.com: Hawaii I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI will look for the refund Sincerely, and Thank you [redacted]
Complaint: [redacted] I am rejecting this response because:Friday, September 16, Dear [redacted] & [redacted] ***: I must first say thank you to you, Mr [redacted] for being so helpful and assisting me with this issueI truly appreciate the opportunity to have my voice be heard after experiencing such a troubling display of inappropriate treatment and poor customer service Unfortunately [redacted] ***’s response isn’t satisfying, it’s “passing the buck” at bestI would like to first address the FACT that Robert’s Hawaii picked our entire party up from the airport upon our arrival, on Thursday, August 18, The receiving Robert’s employees had all of our information at the time of pito include our names and departure date/time, which was August 25th We were instructed by the receiving Robert’s employees to call and confirm our pidate/timesShe (the Robert’s Hawaii employee, a lovely elderly lady of Asian descent) handed us each the departure sheet{I’m attaching the sheet we were given, yet again for [redacted] ***’s benefit} Please explain how the travel agent scheduled our pick up and drop off for September but yet your employees were not only there to pick us up on Thursday, August 18th but gave us information for our return trip to the airport? I must also reiterate that we called your company ourselves prior to the departure date of Thursday, August 25th to confirm our pick up times and we were assured that we would be pickand taken to the airportI’m sorry but I cannot allow you to blame this solely on the travel agentEspecially since your employee (bus driver) was so comfortable with mistreating PAYING consumers I will continue to write and post about my displeasure and mistreatment of your company because it is obvious to me that you are more concern with placing the blame elsewhere than you are correcting the mistake of your companyWe paid our money in good faith, believing our trip would be beautifully memorable and unfortunately it’s memorable for all the wrong reasonsL Sincerely, [redacted]
Aloha! Thank you for bringing this issue to our attentionWe sincerely apologize for any inconvenience causedWe have reached out to your booking agent and secured the desired settlement requestedThey should be in contact with you to follon the refundIf you require any assistance, please feel free to contact us at [redacted] Mahalo nui loa
I received your letter datedAugust regarding Ms*** Renee ***'s complaint, ID ***Please find below our response:Aloha and thank you for reachingout to share your experience on our shuttleserviceWe appreciate the opportunity to clarify whathad happened and convey our sincere
apologies for your unhappy experience.The travelagent with whom you booked had made the reservation for September instead of August as you had intendedThe confirmation numbers you had did not correspond to any reservation on your departure date and our driver was not expecting you at the hotelThis led to the confusionon your departure.We apologize for the poor crisis management by our driver and have since addressed this with himWe strive to deliver excellent customer service and will work on improving this for the future.As you booked through your travel agent, communication has to be completed through themWe have notified them of this incident and asked that they provide you a full refund of your transfer services.Please feel free to contact us at *** if you require any further assistanceMahala.Thank you for assisting and allowing us to resolve this dispute
Complaint: ***
I am rejecting this response because: It's unfortunate that Ms*** didn't take the time out to ensure she was addressing the right personIt also speaks to the company's lack of attention to details*** *** is the travel agent in which we used, I am the paying consumer, *** ***I don't feel like making amends with the paying consumer is truly what's desired Your "goal and mission to meet and exceed guest expectations" continue to fall short in the way that your company is persistent on redirecting the issue as oppose to just providing an adequate solutionI've requested our refund due to the mishandling and poor communication of your company staffed with employeesThe harsh treatment we received by your employee is not nor will it ever be ok! He was verbally aggressive, threw our luggage out of the van then made threats to two family members, whose names were actually on the list! He was rude and it's unacceptable We deserve a refundYour company will continue to receive low ratings and poor responses by everyone in attendance
Sincerely,
*** ***
I wanted to reach out to you personally to address the concerns you have voiced in your communications with the Revdex.com I first would like to sincerely apologize for the inconvenience and extreme frustration you and your family experienced with your scheduled transfer on our Maui Express ShuttleAlthough there were several factors that came into play during your departure service, none would make the attitude of the staff and the series of events that occurred acceptable .Roberts Hawaii is employee owned and has a staff of over employeesOur Management and Operation teams work closely with the staff on a daily basis to ensure each guest is treated with AlohaOur goal is to not only to meet our guests expectations, but to exceed them! I am truly sorry we fell short of this and want to apologize for not providing you and your family the standard of service you not only expect but deserve.I want to assure you, your comments have been taken very seriously and our team has addressed the events with the staff involved and taken the appropriate corrective actions in accordance to our company policies and procedures.I would also like to mention we are working with the booking agent you ordered our services through and looking at our current operating procedures together in an effort to prevent anything like this from happening in the future .Thank you again for taking the time to let us know of your experience as that is the only way we can improve and strive to eliminate our shortcomings
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com: Hawaii
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will look for the refund.
Sincerely, and Thank you
[redacted]
Dear [redacted]:I received your letter dated February 26 regarding Mr. [redacted]'s complaint, ID [redacted]. Please find below our response:Aloha and thank you for bringing this issue to our attention. The agent who had taken in your cancellation request on the day of your service was new and...
did not realize that per cancellation policy, all cancellations made after 12 noon, the day prior of scheduled service, will result in a 100% charge being incurred with no refunds. She also did not appropriately document your departure cancellation leading to the confusion in scheduling.We have since processed afull refund of the amount you had paid through your credit card- $183 and you should see it reflected in your account. We have also addressed the operating procedures and policies with the agent to ensure that this miscommunication does not happen again. We sincerely apologize for any confusion caused in this incident; please feelfree to contact us at [redacted] .[redacted] if you require anyfurther assistance. Mahala.Thank you for assisting and allowing us to resolve this dispute.
Aloha! Thank you for bringing this issue to our attention. We sincerely apologize for any inconvenience caused. We have reached out to your booking agent and secured the desired settlement requested. They should be in contact with you to follow-up on the refund. If you require any assistance, please...
feel free to contact us at [redacted]. Mahalo nui loa.
Complaint: [redacted]
I am rejecting this response because:Friday, September 16, 2016
Dear [redacted] & [redacted]:
I must first say thank you to you, Mr. [redacted] for being so
helpful and assisting me with this issue. I truly appreciate the opportunity to
have my voice be heard after experiencing such a troubling display of
inappropriate treatment and poor customer service.
Unfortunately [redacted]’s response isn’t satisfying, it’s
“passing the buck” at best. I would like to first address the FACT that Robert’s Hawaii picked our
entire party up from the airport upon our arrival, on Thursday, August 18,
2016. The receiving Robert’s employees had all of our information at the time
of pick-up to include our names and departure date/time, which was August 25th.
We were instructed by the receiving Robert’s employees to call and confirm our
pick-up date/times. She (the Robert’s Hawaii employee, a lovely elderly lady of
Asian descent) handed us each the departure sheet. {I’m attaching the sheet we
were given, yet again for [redacted]’s benefit}
Please explain how the travel agent scheduled our pick up
and drop off for September but yet your employees were not only there to pick
us up on Thursday, August 18th but gave us information for our
return trip to the airport? I must also reiterate that we called your company
ourselves prior to the departure date of Thursday, August 25th to
confirm our pick up times and we were assured that we would be picked-up and
taken to the airport. I’m sorry but I cannot allow you to blame this solely on
the travel agent. Especially since your employee (bus driver) was so
comfortable with mistreating PAYING consumers.
I will continue to write and post about my displeasure and
mistreatment of your company because it is obvious to me that you are more
concern with placing the blame elsewhere than you are correcting the mistake of
your company. We paid our money in good faith, believing our trip would be beautifully
memorable and unfortunately it’s memorable for all the wrong reasons. L
Dear [redacted] :I received your letter dated February regarding Mr [redacted] 's complaint, ID [redacted] Please find below our response:Aloha and thank you for bringing this issue to our attentionThe agent who had taken in your cancellation request on the day of your service was new and did not realize that per cancellation policy, all cancellations made after noon, the day prior of scheduled service, will result in a 100% charge being incurred with no refundsShe also did not appropriately document your departure cancellation leading to the confusion in scheduling.We have since processed afull refund of the amount you had paid through your credit card- $and you should see it reflected in your accountWe have also addressed the operating procedures and policies with the agent to ensure that this miscommunication does not happen againWe sincerely apologize for any confusion caused in this incident; please feelfree to contact us at [redacted] [redacted] if you require anyfurther assistanceMahala.Thank you for assisting and allowing us to resolve this dispute
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Revdex.com: Hawaii I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI will look for the refund Sincerely, and Thank you [redacted]
Complaint: [redacted] I am rejecting this response because:Friday, September 16, Dear [redacted] & [redacted] ***: I must first say thank you to you, Mr [redacted] for being so helpful and assisting me with this issueI truly appreciate the opportunity to have my voice be heard after experiencing such a troubling display of inappropriate treatment and poor customer service Unfortunately [redacted] ***’s response isn’t satisfying, it’s “passing the buck” at bestI would like to first address the FACT that Robert’s Hawaii picked our entire party up from the airport upon our arrival, on Thursday, August 18, The receiving Robert’s employees had all of our information at the time of pito include our names and departure date/time, which was August 25th We were instructed by the receiving Robert’s employees to call and confirm our pidate/timesShe (the Robert’s Hawaii employee, a lovely elderly lady of Asian descent) handed us each the departure sheet{I’m attaching the sheet we were given, yet again for [redacted] ***’s benefit} Please explain how the travel agent scheduled our pick up and drop off for September but yet your employees were not only there to pick us up on Thursday, August 18th but gave us information for our return trip to the airport? I must also reiterate that we called your company ourselves prior to the departure date of Thursday, August 25th to confirm our pick up times and we were assured that we would be pickand taken to the airportI’m sorry but I cannot allow you to blame this solely on the travel agentEspecially since your employee (bus driver) was so comfortable with mistreating PAYING consumers I will continue to write and post about my displeasure and mistreatment of your company because it is obvious to me that you are more concern with placing the blame elsewhere than you are correcting the mistake of your companyWe paid our money in good faith, believing our trip would be beautifully memorable and unfortunately it’s memorable for all the wrong reasonsL Sincerely, [redacted]
Aloha! Thank you for bringing this issue to our attentionWe sincerely apologize for any inconvenience causedWe have reached out to your booking agent and secured the desired settlement requestedThey should be in contact with you to follon the refundIf you require any assistance, please feel free to contact us at [redacted] Mahalo nui loa
I received your letter datedAugust regarding Ms*** Renee ***'s complaint, ID ***Please find below our response:Aloha and thank you for reachingout to share your experience on our shuttleserviceWe appreciate the opportunity to clarify whathad happened and convey our sincere
apologies for your unhappy experience.The travelagent with whom you booked had made the reservation for September instead of August as you had intendedThe confirmation numbers you had did not correspond to any reservation on your departure date and our driver was not expecting you at the hotelThis led to the confusionon your departure.We apologize for the poor crisis management by our driver and have since addressed this with himWe strive to deliver excellent customer service and will work on improving this for the future.As you booked through your travel agent, communication has to be completed through themWe have notified them of this incident and asked that they provide you a full refund of your transfer services.Please feel free to contact us at *** if you require any further assistanceMahala.Thank you for assisting and allowing us to resolve this dispute
Complaint: ***
I am rejecting this response because: It's unfortunate that Ms*** didn't take the time out to ensure she was addressing the right personIt also speaks to the company's lack of attention to details*** *** is the travel agent in which we used, I am the paying consumer, *** ***I don't feel like making amends with the paying consumer is truly what's desired Your "goal and mission to meet and exceed guest expectations" continue to fall short in the way that your company is persistent on redirecting the issue as oppose to just providing an adequate solutionI've requested our refund due to the mishandling and poor communication of your company staffed with employeesThe harsh treatment we received by your employee is not nor will it ever be ok! He was verbally aggressive, threw our luggage out of the van then made threats to two family members, whose names were actually on the list! He was rude and it's unacceptable We deserve a refundYour company will continue to receive low ratings and poor responses by everyone in attendance
Sincerely,
*** ***
I wanted to reach out to you personally to address the concerns you have voiced in your communications with the Revdex.com I first would like to sincerely apologize for the inconvenience and extreme frustration you and your family experienced with your scheduled transfer on our Maui Express ShuttleAlthough there were several factors that came into play during your departure service, none would make the attitude of the staff and the series of events that occurred acceptable .Roberts Hawaii is employee owned and has a staff of over employeesOur Management and Operation teams work closely with the staff on a daily basis to ensure each guest is treated with AlohaOur goal is to not only to meet our guests expectations, but to exceed them! I am truly sorry we fell short of this and want to apologize for not providing you and your family the standard of service you not only expect but deserve.I want to assure you, your comments have been taken very seriously and our team has addressed the events with the staff involved and taken the appropriate corrective actions in accordance to our company policies and procedures.I would also like to mention we are working with the booking agent you ordered our services through and looking at our current operating procedures together in an effort to prevent anything like this from happening in the future .Thank you again for taking the time to let us know of your experience as that is the only way we can improve and strive to eliminate our shortcomings
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com: Hawaii
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will look for the refund.
Sincerely, and Thank you
[redacted]
Dear [redacted]:I received your letter dated February 26 regarding Mr. [redacted]'s complaint, ID [redacted]. Please find below our response:Aloha and thank you for bringing this issue to our attention. The agent who had taken in your cancellation request on the day of your service was new and...
did not realize that per cancellation policy, all cancellations made after 12 noon, the day prior of scheduled service, will result in a 100% charge being incurred with no refunds. She also did not appropriately document your departure cancellation leading to the confusion in scheduling.We have since processed afull refund of the amount you had paid through your credit card- $183 and you should see it reflected in your account. We have also addressed the operating procedures and policies with the agent to ensure that this miscommunication does not happen again. We sincerely apologize for any confusion caused in this incident; please feelfree to contact us at [redacted] .[redacted] if you require anyfurther assistance. Mahala.Thank you for assisting and allowing us to resolve this dispute.
Aloha! Thank you for bringing this issue to our attention. We sincerely apologize for any inconvenience caused. We have reached out to your booking agent and secured the desired settlement requested. They should be in contact with you to follow-up on the refund. If you require any assistance, please...
feel free to contact us at [redacted]. Mahalo nui loa.
Complaint: [redacted]
I am rejecting this response because:Friday, September 16, 2016
Dear [redacted] & [redacted]:
I must first say thank you to you, Mr. [redacted] for being so
helpful and assisting me with this issue. I truly appreciate the opportunity to
have my voice be heard after experiencing such a troubling display of
inappropriate treatment and poor customer service.
Unfortunately [redacted]’s response isn’t satisfying, it’s
“passing the buck” at best. I would like to first address the FACT that Robert’s Hawaii picked our
entire party up from the airport upon our arrival, on Thursday, August 18,
2016. The receiving Robert’s employees had all of our information at the time
of pick-up to include our names and departure date/time, which was August 25th.
We were instructed by the receiving Robert’s employees to call and confirm our
pick-up date/times. She (the Robert’s Hawaii employee, a lovely elderly lady of
Asian descent) handed us each the departure sheet. {I’m attaching the sheet we
were given, yet again for [redacted]’s benefit}
Please explain how the travel agent scheduled our pick up
and drop off for September but yet your employees were not only there to pick
us up on Thursday, August 18th but gave us information for our
return trip to the airport? I must also reiterate that we called your company
ourselves prior to the departure date of Thursday, August 25th to
confirm our pick up times and we were assured that we would be picked-up and
taken to the airport. I’m sorry but I cannot allow you to blame this solely on
the travel agent. Especially since your employee (bus driver) was so
comfortable with mistreating PAYING consumers.
I will continue to write and post about my displeasure and
mistreatment of your company because it is obvious to me that you are more
concern with placing the blame elsewhere than you are correcting the mistake of
your company. We paid our money in good faith, believing our trip would be beautifully
memorable and unfortunately it’s memorable for all the wrong reasons. L
Sincerely,
[redacted]