New Life

In August 2019, We contracted with The Student Shuttle LLC to transport our 10 year old son at home and transport him to *** School on *** Air Force Base. We paid a deposit and $700 in early August for transportation services to start on day one of this school year (September 3, 2019. The service was unreliable from the very first week. They were late and there were times that they did not pick him up at all. My wife and I alternated missing work to stay at home to make sure our son was being picked up or being prepared to transport him ourselves. We were told at the open house meeting how their services were improved with bonded, reliable drivers and sufficient numbers of drivers to ensure timely efficient transportation. We were also told that home pick up would have the same driver so that we would get familiar with the driver as well as our son. We had different drivers in the first week because some of the drivers were not cleared to get on base. In early September we received an invoice ($700) for October transportation services.
We asked the operations manager, Mr Y about correcting the late driver problems and about the driver missing pick ups and were given more excuses.
We had a horrible experience with this service and decided to terminate our contract within the second week of school. We submitted out termination of contract letter in writing as requested by The Student Shuttle LLC policy dated September 11, 2019. We were told that the Shuttle (Mr Y) acknowledged our Termination letter and apologized for the events leading up to termination. He told us that we would receive a quick refund for the services not provided (September 11).
I have followed up to inquire about the refund because we still need to pay someone to transport our son to school. After speaking with Mr Y. He told me that he didn’t handle to refund but he made management aware of the situation. My wife got a number for someone named Lenee. I called and texted her several times and finally got a call back. Sept 20th, She told me that only Reverend M could do refunds, She told me that she would let him know. I asked for Rev. M to call me so that we could settle this matter but I received no call. Sept 25 inquired again via text with Lenee, again she said she would reach out to him.
On Sep 26 , I inquired again via text with Lenee. She told me that she gave him the messages and that he was really busy.
Sept 27th, I feel like I am being ignored or taken advantage of. I let Lenee know that I was planning on going to the news media with my complaint. She asked me to please not do that and that she would make sure again that Reverend M was made aware of the situation I received a call that evening from Lenee and Rev. M. M said that he heard about this and “felt it was things were at the level that he needed to get involved”. I expressed to him all the things that we experienced with his company’s shuttle service. He said “Send me the receipt for payment and I will have a check in the mail to you on Monday 30 September”. I texted the pdf paid invoices for both payments (one for September and one for October.)
I still have not gotten a refund check as of 10 October 2019. I texted Lenee again and she said she would check with Reverend M. I told her I wanted to come to their office and pick up a check
In person.