Rabbit Transit

September 21, 2015To whom it may concern:It is true that the only request for services on 9/16/was for [redacted] 's motherWe have no record that a trip request was made for [redacted] .There is no record that a phone call was made to [redacted] 's telephone numberWe do have a record that a call was placed to his mother's telephoneThe call allows the passenger to cancel tripsIf his mother didn't make a reservation, why wouldn't she have canceled the trip when the call came in?As a municipal authority operating under the Pennsylvania Department of Transportation's laws and regulation, we are strictly prohibited from providing same day transportationWhat he was asking for was same day service.We are sorry [redacted] believes that he is somehow being mistreatedThe bottom-line is, we are prohibited by PA State regulation form booking same day trips.Sincerely,rabbittransit Customer Service

Ms. [redacted] is correct, the policy is "No Refunds Are Given." In addition to the locations of the policy mentioned by Ms. [redacted], it is also on our websiteand in our ride guide, page 6.Passes can be traded towards other passes-adult multi-trip passes, single ride passes, paratransit tickets or...

rabbitexpress passes.While we have no involvement, we have heard that other passengers have sold unneeded passes online ([redacted]) or donated them to social service programs.If Ms. [redacted] is interested in trading towards other passes, she may stop by the office at [redacted] Avenue, York, PA.

September 21, 2015To whom it may concern:It is true that the only request for services on 9/16/2015 was for [redacted]'s mother. We have no record that a trip request was made for [redacted].There is no record that a phone call was made to [redacted]'s telephone number. We do have a record that...

a call was placed to his mother's telephone. The call allows the passenger to cancel trips. If his mother didn't make a reservation, why wouldn't she have canceled the trip when the call came in?As a municipal authority operating under the Pennsylvania Department of Transportation's laws and regulation, we are strictly prohibited from providing same day transportation. What he was asking for was same day service.We are sorry [redacted] believes that he is somehow being mistreated. The bottom-line is, we are prohibited by PA State regulation form booking same day trips.Sincerely,rabbittransit Customer Service

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:1.  Rabbit Transit did not have a "No Refunds" notice posted in the [redacted] Avenue office.2. Posting a "No Refunds" notice on the Rabbit Transit website is only helpful for those consumers who visit the "Fixed Rate Passes" page of the website. The employees at the [redacted] Avenue office did not show me or direct me to the website to view the refund policy until AFTER I asked for a refund.  A business that cares about the consumer does not wait until after the transaction to point out the fine print on Page 3 of their website.3. Rabbit Transit did not print the tickets specifically for me;the passes they sold me are kept in inventory at the Rabbit Transit office. Therefore, the only reason Rabbit Transit is refusing to refund me for the tickets is because it is too much trouble for their accounting department to record the transaction. This is not the practice of a company who cares about the consumer.4. As a public transportation service provider, Rabbit Transit should want to maintain a standard that ensures the public is treated fairly. The after-the-fact "No Refunds" policy is unreasonable; their unwillingness to recognize it only proves that point.
Regards,
[redacted]