Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below The Trolley company does carry cash, because I gave the driver $exact so he had it in his boxThe insistence that they don't carry cash along with the Trolley company's inability to recognize that they were poorly managed that evening, and their driver did not inform his passenger what he was doing, shows little regard for the comfort and enjoyment of the tourists that come to Ogunquit and rely on their serviceIn addition, my $request for the inconvenience and discomfort was a small gesture that they refuse to concede or acknowledge Regards, [redacted]
Good morning.I have read the complainant's response.Drivers do NOT carry change. It is the company policy. Yes, people boarding the trolley present cash to pay their fare. Exact change is appreciated but, should the passenger not have exact change upon boarding, any change due is given in trolley tokens. As example, should a parent and child board the trolley, the fare would be $($2/parent, $1.5/child). If a $bill is presented, the owing $in change would be given in trolley tokens. This policy is posted on the door to be seen prior to boarding. Please see attached.Rather than have this continue as a he said/she said argument escalating into a blame game, the trolley company stands by its previous statement to happily reimburse the $trolley fare, in cash, not tokens. We sincerely apologize for an unsatisfactory customer experience. Unfortunately, it appears, lacking concrete evidence on either part, that we will have to agree to disagree on the details of this incident
Good morning.The trolley company is aware of this complaint and was informed on the day that it happened. Both the driver and one of his passengers contacted the office to apprise of the situation.The driver indicated "you might be receiving a complaint from one of my passengers. She got
on the trolley and was upset that I had to go south, back to Perkins Cove, before I proceeded north." [FYI, there were three trolleys on line and the other two were on the north side of town. It was his responsibility to insure that, rather than have all three trolleys in the same area, causing extended wait time for those waiting south, he had to proceed south to Perkins Cove before heading north. Please note, he did this once, not three times as alleged in the complaint.]The driver proceeded north after stopping at the Cove. There was considerable northbound traffic, a variable we have no control over.The complainant repeatedly went up to the driver and asked "how long before I get to my hotel?" [I believe it was *** ***.] He advised her that, because of the traffic, he could not give her a definitive answer. She would step back and again, approach him with "how long...?" She appeared to be frustrated that he could not give her an answer other than "as soon as traffic allows" to the point that the driver told her "ma'am, I don't mean to be rude but I'm trying to focus on driving and I'm losing my patience." He did not ask her to remove herself from his trolley; he did, however, tell her that "if you are in a hurry, you might want to find alternate transportation." She asked him if there were another way she could get to her hotel other than the trolley and he told her "you could take a taxi." She asked him for the number, which he could not provide. At that point, she exited the trolley at the next stop. Prior to doing so, however, she asked for her $back. The driver told her he could only give her two, $tokens, as the drivers do not carry cash. When she balked at this, he reminded her that the sign on the trolley, prior to boarding, clearly states that change will be given in tokens. I believe she refused the tokens.A little later, I received a call from one of the other passengers on the trolley who also advised me of the situation. Her recounting of it mirrored the driver's account. The reason for her call was to commend the driver and the way he handled an "obviously distressed woman."The trolley company will certainly reimburse her the cost of the ride ($4.00) as she was not satisfied with the ride. Since she exited the trolley on her own, willingly, we see no need for paying her twenty dollars because she chose to walk to her hotel.The irony in this is that, the same day this complaint was received from the Revdex.com, the trolley company was awarded the Certificate for Excellence in Transportation from *** ***. As you know, this is based on positive feedback from the trolley passengers.Sincerely,** ** ***Ogunquit Trolley Company, LLC
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I reject Mr***’s response and offer of $Mr*** was not witness to the event and has written some falsehoodsI had no choice but to walk to my hotelCiting a review from *** *** is irrelevant and does not alter the facts of the case. The driver does have cash as customers purchase tokens from the driver with cashEven though there is a sign that states that no change or cash refunds given, only tokens, he could have given us cash due to the circumstances but chose not toAfter being yelled at, we had no interest or intention of using the trolley service again and had no need for tokens. Mr***'s assertion that the driver did one loop to Perkins Cove and that I was impatient due to traffic is blatantly falseMy communication with the driver had nothing to do with traffic, but simply what his route was! We found a posted trolley stop in the main downtown section headed in the direction of our hotel, and waited there over the stated 'minute' wait timeI finally saw a trolley on the opposite side of the street go down towards Perkins CoveI happened to notice young, plump boys in the back of the trolley, so when a trolley eventually came back up and we got on I realized it was the same trolley because the boys were still in the backThat was the first runWhen the driver got to the light/intersection, instead of turning right to go North up route 1, he circled back and did the entire Perkins Cove route againI remembered stops in particular: Jonathan’s and Perkins CoveMaking several stops coming back up to the same point of departure where we got on, much to my surprise instead of turning right to head up Rte 1, he circled back in the same direction for a second timeYes, once again, we pulled into the parking lot of '*** ***' then the Cove, which is when I realized we are going in a circleI did approach the driver and ask why he kept going back in this direction and he mentioned something about other trolley's being out....and I now understand from Mr***'s reply that in fact trolleys were running in a disorganized way, some of which were in the 'north route' (where I wanted to go), and my trolley was indeed concentrating on the Perkins Cove route uniquely even though all trolleys are supposed to follow the same overarching routeIn other words, there is no differentiation between the Ogunquit trolleysBefore taking our money, the driver could have asked where we were going and inform us that his trolley was not going there at this point When we finally reached the top of the street where we originally had gotten on, I expected the driver to turn right but he began a u-turn in the intersection area to return for the THIRD time towards Perkins Cove! It is then that I approached Driver and asked when he was going to get me back to the hotel as I did not understand how this trolley was operatingAt that point he yelled at me that he could not tell me when, he was losing patience and told me to get off the trolley, which we did at the exact point where we got on but on the other side of the street facing the direction of Perkins CoveWhen we booked our hotel a few miles outside downtown Ogunquit, we relied on the promise of the tourism advertising trolley service to get us to and from DowntownWe used the trolley that day to get from the hotel to downtown, and were left stranded with no means to get back other than the trolley or, as we did by force of circumstance, proceeded to walk the approximate miles back to our hotel in the darkAs an elderly person, I had difficulty with the amount of walking and when reaching the *** ***, I ended up calling the owner of my hotel who graciously came and picked us up. I believe that there was advertising by the trolley company and Town of Ogunquit, lack of disclosure of the trolley’s change of route that very busy evening, and threatening behavior by the employee all of which forced me off the trolleyI also experienced stress and discomfort of being stranded in an unknown area where I was vacationingThe trolley service is known for being overwhelmed and unreliable during high peak times, and instead of an apology from Mr*** and minimal compensation ($24) he has lied and taken no ownershipOgunquit thrives on tourism and relies on the promise of the trolley service as a feature to enjoy and use as transportation needs
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
The Trolley company does carry cash, because I gave the driver $4 exact so he had it in his box. The insistence that they don't carry cash along with the Trolley company's inability to recognize that they were poorly managed that evening, and their driver did not inform his passenger what he was doing, shows little regard for the comfort and enjoyment of the tourists that come to Ogunquit and rely on their service. In addition, my $20 request for the inconvenience and discomfort was a small gesture that they refuse to concede or acknowledge.
Regards,
[redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below The Trolley company does carry cash, because I gave the driver $exact so he had it in his boxThe insistence that they don't carry cash along with the Trolley company's inability to recognize that they were poorly managed that evening, and their driver did not inform his passenger what he was doing, shows little regard for the comfort and enjoyment of the tourists that come to Ogunquit and rely on their serviceIn addition, my $request for the inconvenience and discomfort was a small gesture that they refuse to concede or acknowledge Regards, [redacted]
Good morning.I have read the complainant's response.Drivers do NOT carry change. It is the company policy. Yes, people boarding the trolley present cash to pay their fare. Exact change is appreciated but, should the passenger not have exact change upon boarding, any change due is given in trolley tokens. As example, should a parent and child board the trolley, the fare would be $($2/parent, $1.5/child). If a $bill is presented, the owing $in change would be given in trolley tokens. This policy is posted on the door to be seen prior to boarding. Please see attached.Rather than have this continue as a he said/she said argument escalating into a blame game, the trolley company stands by its previous statement to happily reimburse the $trolley fare, in cash, not tokens. We sincerely apologize for an unsatisfactory customer experience. Unfortunately, it appears, lacking concrete evidence on either part, that we will have to agree to disagree on the details of this incident
Good morning.The trolley company is aware of this complaint and was informed on the day that it happened. Both the driver and one of his passengers contacted the office to apprise of the situation.The driver indicated "you might be receiving a complaint from one of my passengers. She got
on the trolley and was upset that I had to go south, back to Perkins Cove, before I proceeded north." [FYI, there were three trolleys on line and the other two were on the north side of town. It was his responsibility to insure that, rather than have all three trolleys in the same area, causing extended wait time for those waiting south, he had to proceed south to Perkins Cove before heading north. Please note, he did this once, not three times as alleged in the complaint.]The driver proceeded north after stopping at the Cove. There was considerable northbound traffic, a variable we have no control over.The complainant repeatedly went up to the driver and asked "how long before I get to my hotel?" [I believe it was *** ***.] He advised her that, because of the traffic, he could not give her a definitive answer. She would step back and again, approach him with "how long...?" She appeared to be frustrated that he could not give her an answer other than "as soon as traffic allows" to the point that the driver told her "ma'am, I don't mean to be rude but I'm trying to focus on driving and I'm losing my patience." He did not ask her to remove herself from his trolley; he did, however, tell her that "if you are in a hurry, you might want to find alternate transportation." She asked him if there were another way she could get to her hotel other than the trolley and he told her "you could take a taxi." She asked him for the number, which he could not provide. At that point, she exited the trolley at the next stop. Prior to doing so, however, she asked for her $back. The driver told her he could only give her two, $tokens, as the drivers do not carry cash. When she balked at this, he reminded her that the sign on the trolley, prior to boarding, clearly states that change will be given in tokens. I believe she refused the tokens.A little later, I received a call from one of the other passengers on the trolley who also advised me of the situation. Her recounting of it mirrored the driver's account. The reason for her call was to commend the driver and the way he handled an "obviously distressed woman."The trolley company will certainly reimburse her the cost of the ride ($4.00) as she was not satisfied with the ride. Since she exited the trolley on her own, willingly, we see no need for paying her twenty dollars because she chose to walk to her hotel.The irony in this is that, the same day this complaint was received from the Revdex.com, the trolley company was awarded the Certificate for Excellence in Transportation from *** ***. As you know, this is based on positive feedback from the trolley passengers.Sincerely,** ** ***Ogunquit Trolley Company, LLC
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I reject Mr***’s response and offer of $Mr*** was not witness to the event and has written some falsehoodsI had no choice but to walk to my hotelCiting a review from *** *** is irrelevant and does not alter the facts of the case. The driver does have cash as customers purchase tokens from the driver with cashEven though there is a sign that states that no change or cash refunds given, only tokens, he could have given us cash due to the circumstances but chose not toAfter being yelled at, we had no interest or intention of using the trolley service again and had no need for tokens. Mr***'s assertion that the driver did one loop to Perkins Cove and that I was impatient due to traffic is blatantly falseMy communication with the driver had nothing to do with traffic, but simply what his route was! We found a posted trolley stop in the main downtown section headed in the direction of our hotel, and waited there over the stated 'minute' wait timeI finally saw a trolley on the opposite side of the street go down towards Perkins CoveI happened to notice young, plump boys in the back of the trolley, so when a trolley eventually came back up and we got on I realized it was the same trolley because the boys were still in the backThat was the first runWhen the driver got to the light/intersection, instead of turning right to go North up route 1, he circled back and did the entire Perkins Cove route againI remembered stops in particular: Jonathan’s and Perkins CoveMaking several stops coming back up to the same point of departure where we got on, much to my surprise instead of turning right to head up Rte 1, he circled back in the same direction for a second timeYes, once again, we pulled into the parking lot of '*** ***' then the Cove, which is when I realized we are going in a circleI did approach the driver and ask why he kept going back in this direction and he mentioned something about other trolley's being out....and I now understand from Mr***'s reply that in fact trolleys were running in a disorganized way, some of which were in the 'north route' (where I wanted to go), and my trolley was indeed concentrating on the Perkins Cove route uniquely even though all trolleys are supposed to follow the same overarching routeIn other words, there is no differentiation between the Ogunquit trolleysBefore taking our money, the driver could have asked where we were going and inform us that his trolley was not going there at this point When we finally reached the top of the street where we originally had gotten on, I expected the driver to turn right but he began a u-turn in the intersection area to return for the THIRD time towards Perkins Cove! It is then that I approached Driver and asked when he was going to get me back to the hotel as I did not understand how this trolley was operatingAt that point he yelled at me that he could not tell me when, he was losing patience and told me to get off the trolley, which we did at the exact point where we got on but on the other side of the street facing the direction of Perkins CoveWhen we booked our hotel a few miles outside downtown Ogunquit, we relied on the promise of the tourism advertising trolley service to get us to and from DowntownWe used the trolley that day to get from the hotel to downtown, and were left stranded with no means to get back other than the trolley or, as we did by force of circumstance, proceeded to walk the approximate miles back to our hotel in the darkAs an elderly person, I had difficulty with the amount of walking and when reaching the *** ***, I ended up calling the owner of my hotel who graciously came and picked us up. I believe that there was advertising by the trolley company and Town of Ogunquit, lack of disclosure of the trolley’s change of route that very busy evening, and threatening behavior by the employee all of which forced me off the trolleyI also experienced stress and discomfort of being stranded in an unknown area where I was vacationingThe trolley service is known for being overwhelmed and unreliable during high peak times, and instead of an apology from Mr*** and minimal compensation ($24) he has lied and taken no ownershipOgunquit thrives on tourism and relies on the promise of the trolley service as a feature to enjoy and use as transportation needs
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
The Trolley company does carry cash, because I gave the driver $4 exact so he had it in his box. The insistence that they don't carry cash along with the Trolley company's inability to recognize that they were poorly managed that evening, and their driver did not inform his passenger what he was doing, shows little regard for the comfort and enjoyment of the tourists that come to Ogunquit and rely on their service. In addition, my $20 request for the inconvenience and discomfort was a small gesture that they refuse to concede or acknowledge.
Regards,
[redacted]