Morning, Apparently the new complaint person quitthen I heard from *** ***Issues were resolved and $worth of cab vouchers were sent to me and received *** Is the new complaint manager, or grievance technician, or whatever the correct title is these dayand I thanked them
for the corrections and the vouchers for my inconvenience. *** ***
Initial Business Response /* (1000, 19, 2015/08/19) */
Thank you for sharing *** feedback; however a detailed review of the trip has proven the fare amount of $on their trip was correct
The estimated mileage had the driver taken the highway all the way to the destination
would have been miles which would make the estimated cost of the trip $for two riders, but this does not include any wait time chargesIt's $for the first passenger to enter the cab, $for the additional rider, and $per mile or $every seconds if the vehicle is stopped or in trafficThe wait time in traffic can be one of the biggest variables in charges on a trip and is hard for riders to understandGPS shows at Hwy I-and University to I-and S Lincoln the cab was driving very slow thru traffic and wait time charges were being applied; this is why the driver exited at S Lincoln StThe driver took a very direct route after exiting the highway: S Lincoln to Speer Blvd, then took Wewatta St to 15th St to Platte St which turns into Water St where the destination wasOn this particular route the estimated mileage is miles, which is $in chargesThat amount plus $for the rider's entry, plus $cents in wait time charges before the driver exited the highway comes to $Had the driver not thought to take an alternate route and instead continued in traffic on the highway the final cost would have been greater
I contact the *** on August 12th to review their concern; the bre
Initial Consumer Rebuttal /* (3000, 21, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Seem very odd that both my wife and I saw the same street sings several times as the driver was going inn circlesSeems odd the other taxi company got us home in less then minutes for half the cost, and it was a direct routeIt also seems odd it took a month for them to respond to the complaintGuess they had to get their story straight
Final Business Response /* (1000, 31, 2015/12/28) */
Metro Taxi is always striving to provide superior customer service and we have done a second review on this issueThis review yielded the same results as our original investigation that no overcharge took place and the total fare of $was accurateHowever, to settle our customers grievance we've decided to make an extremely rare exception on this issue and do a full refund on this tripWe have contacted the customer and updated him of this as well
Final Consumer Response /* (2000, 37, 2016/01/04) */
We received full refund todayIt is postmarked December 24th, even though they said we would have it no later than two weeks agoHappy they finally sent a refund, but still not recommendCase can be closedThank you
Initial Business Response /* (1000, 7, 2015/08/18) */
Thank you for sharing the rider's feedback regarding the trip.
Mrs. [redacted] originally entered her trip using our app on Aug. 2nd at 10:10pm; the pick-up address on this trip was [redacted] W [redacted] At 10:44pm Mrs. [redacted]...
contacted our call center to inquire about when the cab would arrive and also mentioned the pick-up address should be [redacted] S [redacted] instead; the call taker re-dispatcher the order at that time with the updated pick-up location. During Mrs. [redacted]'s wait time she did contact our office 5 times periodically and each time was reassured by the call taker that the dispatcher was diligently working on getting a cab to her.
I spoke with Mrs. [redacted] on August 10th regarding her concern. I informed her I had scoured the trip but didn't find any evidence of an overcharge on the fare by $6-$10 as she had submitted. GPS shows the driver took a left coming away from the pick-up address and it was .9 miles to reach the intersection of W [redacted] and S [redacted] demonstrated in Figure A. Had the driver taken a right instead, it would have been only an estimated .5 miles to the intersection of W [redacted] and S [redacted] demonstrated in Figure B. This is difference of .4 miles which is a charge amount of $0.90 at most. However, in Mrs. [redacted]'s complaint she states she told the driver to turn left coming out of the complex.
Regarding the issue Mrs. [redacted] mentions when they approached the destination location, there is a very simple explanation as to why the driver passed the location and had to slightly back track. When Mrs. [redacted] booked her trip thru the app the destination address she entered was [redacted] but the address she truly intended to be dropped off at was [redacted] In Figure C, on the left hand side this is shown in the destination field on the trip. The map portion on Figure C also helps demonstrate the difference in the addresses; the orange triangle is the location of [redacted] and the green dot shows the driver turning the meter off when he arrives at [redacted] S [redacted] GPS shows the driver only passed the rider's intended destination by 1/2 a city block before she stopped and had him back up to the correct address so the impact on the trip length was only an estimated blocks length.
It's also important to note, during the review of Mrs. [redacted]'s calls with our office no price quotes were given.
In addition to reviewing that no overcharge had been found on the order, I reassured Mrs. [redacted] all the safety concerns she mentioned would be addressed with the driver by our management team in detail; she expressed this was her biggest concern on the trip. Unfortunately, between the time of the incident and when the complaint was received this particular driver had turned in his cab and couldn't be contacted to discuss Mrs. [redacted]'s allegations. It is not unusual for a driver to turn in their cabs without notice when they are taking time off or going to be traveling. This complaint has been notated in the driver's file and the driver will not be able to return till this concern is addressed with him should he wish to driver for our company again.
Morning, Apparently the new complaint person quitthen I heard from *** ***Issues were resolved and $worth of cab vouchers were sent to me and received *** Is the new complaint manager, or grievance technician, or whatever the correct title is these dayand I thanked them
for the corrections and the vouchers for my inconvenience. *** ***
Initial Business Response /* (1000, 19, 2015/08/19) */
Thank you for sharing *** feedback; however a detailed review of the trip has proven the fare amount of $on their trip was correct
The estimated mileage had the driver taken the highway all the way to the destination
would have been miles which would make the estimated cost of the trip $for two riders, but this does not include any wait time chargesIt's $for the first passenger to enter the cab, $for the additional rider, and $per mile or $every seconds if the vehicle is stopped or in trafficThe wait time in traffic can be one of the biggest variables in charges on a trip and is hard for riders to understandGPS shows at Hwy I-and University to I-and S Lincoln the cab was driving very slow thru traffic and wait time charges were being applied; this is why the driver exited at S Lincoln StThe driver took a very direct route after exiting the highway: S Lincoln to Speer Blvd, then took Wewatta St to 15th St to Platte St which turns into Water St where the destination wasOn this particular route the estimated mileage is miles, which is $in chargesThat amount plus $for the rider's entry, plus $cents in wait time charges before the driver exited the highway comes to $Had the driver not thought to take an alternate route and instead continued in traffic on the highway the final cost would have been greater
I contact the *** on August 12th to review their concern; the bre
Initial Consumer Rebuttal /* (3000, 21, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Seem very odd that both my wife and I saw the same street sings several times as the driver was going inn circlesSeems odd the other taxi company got us home in less then minutes for half the cost, and it was a direct routeIt also seems odd it took a month for them to respond to the complaintGuess they had to get their story straight
Final Business Response /* (1000, 31, 2015/12/28) */
Metro Taxi is always striving to provide superior customer service and we have done a second review on this issueThis review yielded the same results as our original investigation that no overcharge took place and the total fare of $was accurateHowever, to settle our customers grievance we've decided to make an extremely rare exception on this issue and do a full refund on this tripWe have contacted the customer and updated him of this as well
Final Consumer Response /* (2000, 37, 2016/01/04) */
We received full refund todayIt is postmarked December 24th, even though they said we would have it no later than two weeks agoHappy they finally sent a refund, but still not recommendCase can be closedThank you
Initial Business Response /* (1000, 7, 2015/08/18) */
Thank you for sharing the rider's feedback regarding the trip.
Mrs. [redacted] originally entered her trip using our app on Aug. 2nd at 10:10pm; the pick-up address on this trip was [redacted] W [redacted] At 10:44pm Mrs. [redacted]...
contacted our call center to inquire about when the cab would arrive and also mentioned the pick-up address should be [redacted] S [redacted] instead; the call taker re-dispatcher the order at that time with the updated pick-up location. During Mrs. [redacted]'s wait time she did contact our office 5 times periodically and each time was reassured by the call taker that the dispatcher was diligently working on getting a cab to her.
I spoke with Mrs. [redacted] on August 10th regarding her concern. I informed her I had scoured the trip but didn't find any evidence of an overcharge on the fare by $6-$10 as she had submitted. GPS shows the driver took a left coming away from the pick-up address and it was .9 miles to reach the intersection of W [redacted] and S [redacted] demonstrated in Figure A. Had the driver taken a right instead, it would have been only an estimated .5 miles to the intersection of W [redacted] and S [redacted] demonstrated in Figure B. This is difference of .4 miles which is a charge amount of $0.90 at most. However, in Mrs. [redacted]'s complaint she states she told the driver to turn left coming out of the complex.
Regarding the issue Mrs. [redacted] mentions when they approached the destination location, there is a very simple explanation as to why the driver passed the location and had to slightly back track. When Mrs. [redacted] booked her trip thru the app the destination address she entered was [redacted] but the address she truly intended to be dropped off at was [redacted] In Figure C, on the left hand side this is shown in the destination field on the trip. The map portion on Figure C also helps demonstrate the difference in the addresses; the orange triangle is the location of [redacted] and the green dot shows the driver turning the meter off when he arrives at [redacted] S [redacted] GPS shows the driver only passed the rider's intended destination by 1/2 a city block before she stopped and had him back up to the correct address so the impact on the trip length was only an estimated blocks length.
It's also important to note, during the review of Mrs. [redacted]'s calls with our office no price quotes were given.
In addition to reviewing that no overcharge had been found on the order, I reassured Mrs. [redacted] all the safety concerns she mentioned would be addressed with the driver by our management team in detail; she expressed this was her biggest concern on the trip. Unfortunately, between the time of the incident and when the complaint was received this particular driver had turned in his cab and couldn't be contacted to discuss Mrs. [redacted]'s allegations. It is not unusual for a driver to turn in their cabs without notice when they are taking time off or going to be traveling. This complaint has been notated in the driver's file and the driver will not be able to return till this concern is addressed with him should he wish to driver for our company again.