Provide A Ride

[redacted]Dear [redacted]First of all please accept our apologies for any negative experiences you may have had while utilizing the...

services of Provide A Ride Transportation.  While we strive to deliver the highest level of service to all of our clients there are admittedly times when we fall short of that goal.In reviewing your transportation history with us we have identified four dates that seem to match the description you provided and are as follows 5/24/17, 6/14/17, 7/10/17, and 8/9/17.  A more in depth evaluation of the service provided on those dates has however revealed several discrepancies.Upon review of operations management records from 5/24/17 the following has been determined:Our records show that your requested transportation to a 2:00pm medical appointment at [redacted]  The driver assigned to provide service performed your pick up at 12:58pm and dropped you off at your appointment location at 1:17pm.Our records also show that you called Provide A Ride to activate your return transportation home at 2:43pm resulting a vehicle being dispatched to you location.  In vehicle GPS shows that the driver arrived to perform your return at 4:29pm but was unable to locate you once on site. With our driver only allowed to remain on site for 5 minutes before they must proceed to their next schedule pickup they had no choice but to depart said pickup at 4:34pm and issue a no show charge for your return transportation that day.Upon review of operations management records from 6/14/17 the following has been determined:Our records show that your requested transportation to a 2:00pm medical appointment at [redacted].  The driver assigned to provide service performed your pick up at 12:53pm and dropped you off at your appointment location at 1:11pm.Our records also show that you called Provide A Ride to activate your return transportation home at 4:24pm resulting a vehicle being dispatched to you location.  In vehicle GPS shows that the driver arrived to perform your return at 6:03pm dropping you off at your residence at 6:26pm.While a slight delay with your return transportation does appear to have occurred that day our driver is believed to have performed the trip as expeditiously as rush hour traffic conditions in the University Circle area safely allowed.  Upon review of operations management records from 7/10/17 the following has been determined:Our records show that your requested transportation to a 4:00pm medical appointment at [redacted]  It does however appear that the driver assigned to perform your transportation on this date arrived outside of the constraints to which your trip was schedule resulting in services not being rendered.Further investigation into why this occurred revealed that a dispatcher error placed your scheduled transportation on a vehicle that was not able to perform service as expected.  The staff member responsible has since been identified and received corrective action for the policy violation that led to the service failure you experienced.Upon review of operations management records from 8/9/17 the following has been determined:Our records show that your requested transportation to a 2:00pm medical appointment a[redacted]  In vehicle GPS shows that the driver arrived to perform your pick up at 1:30pm but was unable to locate you once on site.Again with our driver’s only allowed to remain on site for 5 minutes before they must proceed to their next schedule pickup they had no choice but to depart said pickup at 1:35pm and issue a no show charge for your transportation that day.Summary of Investigatory FindingsBased on our findings it has been determined that of the four possible service failure dates identified only 7/10/17 could be confirmed as having resulted from transportation provider negligence for the which the appropriate corrective action has since been issued to the responsible party. As stated our goal is to deliver the highest level of service to all of our clients and we regret that this level of service was not provided to you on 7/10/17.  Lastly we would like to thank you for bring this matter to our attention as your candor has allowed us the opportunity to improve the service we provide.Sincerely,Kristopher W[redacted]Provide A Ride Transportation