MILLSTAT

We sincerely apologize for the mistake, and have written off the charges for oxygen

Upon receipt of this complaint we investigated and found the following.  The customer's pickup times in the morning were all on-time for the month of March, unfortunately the same could not be said for the return trips.  Our crew members did pickup our customer within 15 minutes of the...

pickup time 58% of the time, while the rest of the transports (42%) were longer than 15 minutes late.  Out of the 12 round trips there was only one trip where the pickup was one hour past the pickup time. This is unacceptable, so we have explored what can be done to minimize our lateness. While it may be impossible to be on time 100% of the time due to many factors...traffic, weather, staffing, etc...Our goal is to be on time within 15 minutes of the pickup time at least 90% of the time.  In order to accomplish this we have made the customer a VIP and will be monitoring her transport times closely. We will also take the opportunity to educate our staff so that they do not miscommunicate information regarding pickup times.  This particular customer’s pick up times do not have a 90 minute or a 3 hour window for pickup.  The expectation is that we will arrive within 15 minutes of the pre-arranged pickup time. During the month of March the customer’s pickup times were all set for 10:30am with the exception of one day that was changed to 11am.  This matter was addressed. While we appreciate the customer’s line of thought to give us the additional 30 minutes to respond it only makes her have to sit there at dialysis for 30 more minutes than is necessary.  We have worked with the organization that order’s her transports to ensure that the correct pickup time of 10am is ordered for her on a daily basis.  This way it does not automatically add additional wait time to her appointment, and she will be able to get back to her home faster after each appointment. Please accept our sincere apologies and we want to thank you, our customer, and the Revdex.com for addressing this matter.

We sincerely apologize for the mistake, and have written off the charges for oxygen.