Metro Taxi

Initial Business Response / [redacted] (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 Aug2nd at 10:10pm; the piaddress 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 piaddress should be [redacted] S [redacted] instead; the call taker re-dispatcher the order at that time with the updated pilocationDuring Mrs [redacted] 's wait time she did contact our office 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 concernI informed her I had scoured the trip but didn't find any evidence of an overcharge on the fare by $6-$as she had submittedGPS shows the driver took a left coming away from the piaddress and it was miles to reach the intersection of W [redacted] and S [redacted] demonstrated in Figure AHad the driver taken a right instead, it would have been only an estimated miles to the intersection of W [redacted] and S [redacted] demonstrated in Figure BThis is difference of miles which is a charge amount of $at mostHowever, 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 trackWhen 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 tripThe 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/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 tripUnfortunately, 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 allegationsIt is not unusual for a driver to turn in their cabs without notice when they are taking time off or going to be travelingThis 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

I was visiting family in west haven and called 1 train stop ahead for a car to drive me to my destination. The representative on the line verified that I was on the north side of the tracks and said I would get a call notifying me when the car arrived (this was in response to my question about how I would be able to locate the car). The car arrived on y he wrong side of the tracks and picked up another passenger. When I called t he company, the representative was a polagetic and said another car would come get me. I got a text informing me that a car was coming (the same number as the car that left me). I waited a while and called back. While speaking to a new representative I got a teXT that a different car was coming. I voiced my frustration to the representative who asked me what I wanted her to do about it. I got another call eventually saying the car was there but saw no car. I called again, frustrated and tried to explain to the operator that this was happening to me again. She hung up on me. The car arrived, the driver talked on his cellphone the entire ride, drove me a block away from my destination and over charged me. This was a horrendous experience and I couldn't even call customer service to complain as they were just as offensive.

Review: I made a reservation for taxi pickup from [redacted] at approximately 8:00 am on Wednesday, Feb 5, 2014 for a 4:00 am pickup on Thursday, Feb 6, 2014. I called Metro Taxi several times starting at approximately 3:45 am on Thursday and was told they were trying to find a taxi and that it wouldn't take long. I advised them that I had a connection for [redacted] at 4:40 am and needed to be at the [redacted], Wallingford (approx. 6 miles away) no later than 4:30 am. A taxi finally arrived at 5:20 am! Needless to say, I missed my connection and also missed my scheduled flight. I asked the service representative why they accepted reservations and didn't provide the service. I was told that they can only hope that a taxi is available in the area and were not responsible for not picking me up.I have traveled extensively throughout the United States and have never had such poor, disrespectful service. The acceptance of a reservation is a verbal contract for services, and Metro Taxi totally disregarded this contract. Most travelers use a taxi service for connections within specific time frames. Metro Taxi is in business to provide a service, but obviously have no regard for there customers.They should change their attitude and performance to customer service, or be put out of business.Desired Settlement: Make Metro Taxi's performance and reliability public knowledge so that future travelers won't have to deal with the anxiety and total rescheduling of their travel plans.

Business

Response:

Customer service and reliability are of the utmost importance to Metro Taxi. We are consistently working to meet rising demand for taxi service. We would like to apologize for any inconvenience to passengers and would like to work with the customer to reach a resolution. We appreciate the feedback from our customers so that we can work on providing prompt, courteous, and excellent service to all of our customers.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It is a "canned, corporate response" that further supports the lack of focus on customer satisfaction. There is still no regard for commitment or acknowledgement that they form a verbal contract and should attempt to uphold their responsibilities.

Metro Taxi needs to refocus their customer service culture and procedures or they will continue to ruin people's travel plans and waste their "customers'" money.

Sincerely,