Sinai Van Service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here]The pickup was scheduled for 6:and dispatcher answering the phone at the office wasn’t even aware of the pickup when I called at 6:15pm He had a van, but no driverThey finally showed up at 6:30pmThe security guard at the nursing home was a witness to all of thisAnother blatant lie I never asked the driver to waitThe religious service was for a full hour (7-8PM)No one in their right mind would tell anyone to wait for a full hourI only asked the driver one question, if he would be the one to pick us upThe answer was no and to call the office when ready to return to the nursing homeThe driver was confused on how to get to the placeHe thought the street was [redacted] instead of ***The block is a very wide and long street with plenty of parkingThe drop off location had a driveway in front I can provide pictures of the driveway and the street ( if needed)The van could’ve waited in the same spot where we were dropped offHow was I supposed to know the van was waiting around the corner while other vans were able to park on the streetand which corner was I supposed to check? Why was the ambulance able to park on the block and not the van ? Was I supposed to drag my poor fragile father in the wheelchair around each corner of the street to check ? Why didn’t any one call my cellphone# to tell me this? The dispatcher specifically asked for my cell phone number when I called the office earlier that dayI had a number of people ( including myself) looking for the van starting way before the 8pm pick up time Not once was I quoted a discounted or full priceThe nursing home recommended this service and had faxed over the pickup and drop off scheduleWhen I called the office, I was told the $price, asked for my credit info and I re-confirmed pickup and drop off time and location In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: At this time, I have not been contacted by Sinai Van Service regarding complaint ID [redacted] it was only contacted when the complaint was first filedHave not heard anything since then other than the response on this website Sincerely, [redacted]

there were no need to call ambulancethere is other wheelchair accessible transportation as Green taxi or other Ambulette company Price wise will be about the sameon the other hand if they will check with nursing home dispatcher called a few times to find out return time and phone number before filling complaint check exactly what happened thank you

Good afternoon,I apologize for inconvenience to the PTrate on a two man job was confirmed with facilityPrice of a $for way trip two man assistSunday we run on a weekend scheduleDischarge van#was running behind with his route [redacted] notified facility on being late on a dischargeVan was sent to the pick upVan broke down at the pick up addressvan is ford e Driver apologized and another van arrived with in minutesAfter he pick up a member driver asked for a paymentPolicy is to charge before picking up a customerFacility aware about this policyPT refuse to pay until trip completedthen member stated that only $will be paidDaughter wanted our driver to help her to carry PT with out second driverTwo man jobs are done by Sinai drivers onlyif something happens, Sinai will be liable I have a request from facility that amount was approved on $Second driver was waiting at the drop off addressPT refused to pay and driver was told by [redacted] to take PT back to facilitySinai never collect any money on that trip

On 7-**-my dad was picked up from Beacon Rehab-*** *** *** *** *** *** ** to go to a pulmonary doctor appointment at *** *** *** *** **The van #** had no air condition also we had to make another pick up and wait minutes in a hot vanI private paid $ for this serviceI thought private pay also meant my father was the only one to be picked up and taken to the location but I was advised by Deon at Sinai Van Service that was not trueAlso when my dad was picked up from the Doctors Van #*** did not have air conditionThis is so unacceptable to treat anyone in this mannerMy dad has me to speak up for him but their are so many people who are sick and have no one it makes me so sadThe only reason I needed to take a service such as this is because my dad is in a wheel chair and can not walkBeacon rehab had made the arrangement with Sinai Van ServiceI still did not even receive a receipt from Sinai Van Service I paid cash in front of a Beacon employe

pick up was scheduled for 6/**/and driver arrived at 6:pmdriver knew location of nursing home and where patient was goingFamily member wanted driver to wait at the drop offArrangement was only
for r/t with out waiting timethe were quoted at discounted rate $r/tfrom a full price $waiting time charge separately of $p/hdriver told them to call the office when they will be ready to goDriver arrived on the return 7:pm and waited a block away because street is busyDriver waited until 8:30pm and was re-routed to another callOur live dispatcher on Saturday operates until pm
I apologize for inconvenience to the patientI have a GPS report on both vehicles that went to pick up her fatherAll calls after pm are pre-scheduled for return timeI will re-instruct my office stuff about late calls

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The complaint has not been resolved and the explanation from Sinai Van Services is absolutely unacceptable since the response reflects a number of what I feel are inaccuracies and incomplete information. In addition, I feel that what makes Sinai Van Services most unreliable is that they had many opportunities to return my calls regarding my complaint - prior my official filing with the Revdex.com. If they were sincere and credible, they would have returned my calls in an attempt to reconcile. More specific examples of inaccuracies and incomplete information based on Sinai’s response is reflected below. In general, I hope that no one will ever be treated the way they that myself and elderly mother were treated by Sinai Van Services. My Many pleas for an explanation/apology when unanswered: Prior to my filing this compliant with the Revdex.com, Sinai Van Services had multiple opportunities to apologize for the poor, unsafe and discourteous service. I have personally tried to reach out to the owner and *** to receive an apology and explanation for the poor service. My requests have gone unanswered. It is unfortunate that this Revdex.com complaint forced the company (Sinai Van Services) to make a weak attempt at apologizing and even a weaker attempt at justifying the poor service that ultimately put my mother's health at risk. I feel that Sinai Van Services response contains a number of inaccuracies/information: Per Sinai’s response: “Sunday we run on a weekend scheduleDischarge van#** was running behind with his route*** notified facility on being late on a discharge” It does not matter if the service runs on a “weekend schedule." The date and time of 11:00am was confirmed five days in advance. Additionally, it is also unacceptable to call the client after the fact (after 11:00am - the scheduled pick up time) that the van service will be two hours late - especially without any explanationUsing the excuse “a weekend schedule" is not acceptableGiven the two hour delay, the breakdown of the van service in degree weather, sending a van without any air conditioner, waiting another minutes in the sun for a replacement van, and demanding payment after such poor service is more than an “inconvenience". Per Sinai’s response “rate on a two man job was confirmed with facilityPrice of a $for way trip two man assist.” This is a correct statement, and perhaps the only correct information in the responseThe concern here is that there was only one Sani Van employee dispatched to this jobHowever; Sinai insisted on charging $(a two-person assist rate) although there was only ONE driver.Per Sinai’s response “Second driver was waiting at the drop off address.” I feel that this statement is absolutely since my father, along with my neighbors waited patiently at my house (both inside the house and outside of my house in my front lawn) for my mother’s arrival from the Sinai Van Service. At no time did a “Second driver” wait at my home. To be clear, this so called “Second driver” was not even in front of my house; nor on my block for that matterAs I mentioned, my mother’s discharge was highly anticipated - that is why we had neighbors and my father was waiting at my home for my mother’s arrival, that never happened. Also, it is important to note that the *** and drivers: *** and #told me that they “did not no anything about a second driver.” In fact, the Dispatcher went on to tell me and my mother that the price is $and does not include driver assistance nor a second driver. Please note that the *** was on my speaker phone so his statement was heard by myself and my mother.Sinai’s response conveniently left out the part in which the driver pulled along the side of the road (on *** ***), turned off the air conditioner and engine and demand that I pay him $even though Sinai did not provide the second driver. Once again, when I asked the *** about the second driver assist, he indicated that he was not aware of having any second driver, and that the cost does not include assisting my mother out of the wheelchair The response also does not mention that I threatened to call the police because I feared that the driver would continue to leave me and my mother in the hot van (in degree weather) on the side of the road while trying to bully us into paying the overpriced amountIf this is a policy I once again request a copy so that I can further pursue this matter with the local authoritiesFor the record, I asked the driver for a copy of the 'policy" and price listing None of which were provided. The so called “minute” wait time for the replacement van to come to the original piarea is highly inaccurate. The replacement van took approximately minutes. This time was captured by the security camera that is maintained in the hospital security office, along with the two hospital guards who recorded the incidence since the Sinai van that was broken was stuck/wedged in the entrance way of the hospital facility. The guards provided me oath their names as a potential witness to the entire incidentIt is also important to note that the guards repeatedly asked Driver #- the driver with the broken van without air conditioner, to call Sinai for help in moving the van which was obstructing the hospital entrance way. Having called Sinai numerous time for the status of replacement van, I also have a recored supporting the minute delay
I am very disappointed in Sinai's responseThe fact that they would describe the above horrific events as an "inconvenience", is further proof Sinai Van Services is in my opinion lacking in quality and integrity.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

My mother has had the misfortune of using Sinai Van Service since January They have been on time three times out of tenThe other seven times, the van has shows up minutes to an hour lateAfter multiple experiences, I think Sinai Van Service is unreliable and provides no assurances that they will be on timeI have always allowed minutes for a minute trip so Mom would not be late to her appointment but Sinai always manage to make mom miss her appointmentThis is my complete list of complaints:
1) Sinai Van Service has a 30% record for being on time for the home pickupExpect to call them times to ask them where they areIt doesnt't matter if it's degrees and sunny or degrees and rainy, you have a 70% chance, Sinai will be lateNot or minutes late but minutes late
2) Sinai Van Service is never on time for the return pickupExpect to wait two to three hours for the return pickup and have two other wheelchair patients & Home Health aides in the van with you at one timeAlso expect the van to take two to three hours to take you home while the driver takes the other patients home
3) Sinai Van Service would rather take the free bridges rather than the toll bridges/tunnels even when you are late to your appointment
4) Their customer service representative for Queens is unhelpful and She always gives you the standard answer that their van is minutes away after phone calls
5) Sinai will send you a regular ambulette when their records shows you requested a Wheelchair accessible van
And lastly, the only good thing about Sinai are their driversMost of the drivers are mature and professional
Out of my six month experience using Sinai Van Service, my mother has missed doctor appointment and two CAT scans because Sinai was minutes lateSince Sinai Van services the disabled population, I think the management of Sinai should be ashamed of themselvesI believe that it's more important for Sinai to maximize profits by squeezing as many patients into one van than provide on time reliabilty and assurances to their repeat customers that they will not be late to their medical appointmentsAgain, shame on you Sinai Van Service for being an unreliable ambulette service for a population that relies on you to get them to their medical appointments on time

Revdex.com:
At this time, I have not been contacted by Sinai Van Service regarding complaint ID [redacted]. it was only contacted when the complaint was first filed. Have not heard anything since then  other than the response on this website.
Sincerely,
[redacted]

Good afternoon,I apologize for inconvenience to the PT. rate on a two man job was confirmed with facility. Price of a $125 for 1 way trip two man assist. Sunday we run on a weekend schedule. Discharge van#72 was running behind with his route. [redacted] notified facility on being late on a...

discharge. Van 72 was sent to the pick up. Van broke down at the pick up address. van is 2011 ford e 350. Driver apologized and another van arrived with in 20 minutes. After he pick up a member driver asked for a payment. Policy is to charge before picking up a customer. Facility aware about this policy. PT refuse to pay until trip completed. then member stated that only $65 will be paid. Daughter wanted our driver to help her to carry PT with out second driver. Two man jobs are done by Sinai drivers only. if something happens, Sinai will be liable.  I have a request from facility that amount was approved on $125. Second driver was waiting at the drop off address. PT refused to pay and driver was told by [redacted] to take PT back to facility. Sinai never collect any money on that trip.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The complaint has not been resolved and the explanation from Sinai Van Services is absolutely unacceptable since the response reflects a number of what I feel are inaccuracies and incomplete information.  In addition, I feel that what makes Sinai Van Services most unreliable is that they had many opportunities to return my calls regarding my complaint - prior my official filing with the Revdex.com.  If they were sincere and credible, they would have returned my calls in an attempt to reconcile.  More specific examples of inaccuracies and incomplete information based on Sinai’s response is reflected below.  In general, I hope that no one will ever be treated the way they that myself and elderly mother were treated by Sinai Van Services. 1. My Many pleas for an explanation/apology when unanswered: Prior to my filing this compliant with the Revdex.com, Sinai Van Services had multiple opportunities to apologize for the poor, unsafe and discourteous service.  I have personally tried to reach out to the owner and [redacted] to receive an apology and explanation for the poor service.  My requests have gone unanswered.  It is unfortunate that this Revdex.com complaint forced the company (Sinai Van Services) to make a weak attempt at apologizing and even a weaker attempt at justifying the poor service that ultimately put my mother's health at risk. 2. I feel that Sinai Van Services response contains a number of inaccuracies/false information: Per Sinai’s response: “Sunday we run on a weekend schedule. Discharge van#** was running behind with his route. [redacted] notified facility on being late on a discharge” It does not matter if the service runs on a “weekend schedule." The date and time of 11:00am was confirmed five days in advance.  Additionally, it is also unacceptable to call the client after the fact (after 11:00am - the scheduled pick up time) that the van service will be two hours late - especially without any explanation. Using the excuse “a weekend schedule" is not acceptable. Given the two hour delay, the breakdown of the van service in 80 degree weather, sending a van without any air conditioner, waiting another 45 minutes in the sun for a replacement van, and demanding payment after such poor service is more than an “inconvenience". Per Sinai’s response “rate on a two man job was confirmed with facility. Price of a $125 for 1 way trip two man assist.”  This is a correct statement, and perhaps the only correct information in the response. The concern here is that there was only one Sani Van employee dispatched to this job. However; Sinai insisted on charging $125.00 (a two-person assist rate) although there was only ONE driver.Per Sinai’s response “Second driver was waiting at the drop off address.”  I feel that this statement is absolutely false since my father, along with my neighbors waited patiently at my house (both inside the house and outside of my house in my front lawn) for my mother’s arrival from the Sinai Van Service.  At no time did a “Second driver” wait at my home.  To be clear, this so called “Second driver” was not even in front of my house; nor on my block for that matter. As I mentioned, my mother’s discharge was highly anticipated - that is why we had neighbors and my father was waiting at my home for my mother’s arrival, that never happened.   Also, it is important to note that the [redacted] and drivers: [redacted] and #72 told me that they “did not no anything about a second driver.” In fact, the Dispatcher  went on to tell me and my mother that the price is $125.00 and does not include driver assistance nor a second driver.  Please note that the [redacted] was on my speaker phone so his statement was heard by myself and my mother.Sinai’s response conveniently left out the part in which the driver pulled along the side of the road (on [redacted]), turned off the air conditioner and engine and demand that I pay him $125.00 even though Sinai did not provide the second driver.  Once again, when I asked  the [redacted] about the second driver assist, he indicated that he was not aware of having any second driver, and that the cost does not include assisting my mother out of the wheelchair.  The response also does not mention that I threatened to call the police because I feared that the driver would continue to leave me and my mother in the hot van (in 80 degree weather) on the side of the road while trying to bully us into paying the overpriced amount. If this is a policy  I once again request a copy so that I can further pursue this matter with the local authorities. For the record, I asked the driver for a copy of the 'policy" and price listing.  None of which were provided. The so called “20 minute” wait time for the replacement van to come to the original pick-up area is highly inaccurate.  The replacement van took approximately 45 minutes.  This time was captured by the security camera that is maintained in the hospital security office, along with the two hospital guards who recorded the incidence since the Sinai van that was broken was stuck/wedged in the entrance way of the hospital facility.  The guards provided me oath their names as a potential witness to the entire incident. It is also important to note that the guards repeatedly asked Driver #72 - the driver with the broken van without air conditioner, to call Sinai for help in moving the van which was obstructing the hospital entrance way.  Having called Sinai numerous time for the status of replacement van, I also have a recored supporting the 45 minute delay.
 
I am very disappointed in Sinai's response. The fact that they would describe the above horrific events as an "inconvenience",  is further proof Sinai Van Services is in my opinion lacking in quality and integrity. 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]The pickup was scheduled for 6:15 and dispatcher answering the phone at the office  wasn’t even aware of the
pickup when I called at 6:15pm.  He had a van, but no driver. They finally showed up at 6:30pm. The security guard at the
nursing home was a witness to all of this. Another blatant lie .. I never asked the driver to wait. The religious service was for a full hour (7-8PM). No one in their right mind would tell anyone to wait  for a full hour. I only asked the driver one question,  if he would be the one to pick us up. The answer was no and  to call the office when ready to return to the nursing home. The driver was confused on how
to get to the place. He thought the street was [redacted] instead of [redacted]. The block is a very wide  and long street with  plenty of parking. The drop off location had a driveway in front . I can provide pictures of the driveway and the street ( if needed). The van could’ve waited in the same spot where we were dropped off. How was I supposed to know  the van was waiting around the corner while other vans were able to park on the streetand which corner was I supposed to check? Why was the ambulance able to park on the block and not the van  ? Was I supposed to drag my poor fragile father in the wheelchair around each corner of the street to check ? Why didn’t any one call my
cellphone# to tell me this? The dispatcher specifically asked for my cell phone number when I  called the office earlier that
day. I had a number of people ( including  myself) looking for the van starting way  before  the 8pm pick up time.  Not once was I quoted a discounted or full price. The nursing home recommended this service and had faxed over the pickup and drop off schedule. When I called the office, I was told the $125 price, asked for my credit info and I  re-confirmed pickup and drop off time and location.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

there were no need to call ambulance. there is other wheelchair accessible transportation as Green taxi or other Ambulette company.
Price wise will be about the same. on the other hand if they will check with nursing home dispatcher called a few times to find out return time and phone number.
before filling complaint check exactly what happened.
thank you

Review: Sinai Van Service was hired to transport a fragile person ( my dad) to a special religious service in his honor for just 1hour from 7pm-8pm in Jamaica Queens. The nursing home provided me Sinai Van service as an approved vendor. I made the arrangement and payment of $125 for pick up at nursing home at 6:15pm ( the time that they had set) and return at 8pm. Reconfirmed the reservation 2 times before the pick up on 6/** and the last confirmation at 12pm on the day of, confirming pick up & drop off location and the time once again. The office requested my cellphone# which I provided. At 6:15 (not seeing the van in front of the nursing home) I called the office again and the person on phone was not aware of the reservation, but promised to get a van out to the nursing home in next 10-15mins after finding a driver. That should have been the first indication of their incompetency. The van finally showed up at 6:30pm and off we went and were dropped off at our location 7pm on the dot. Asked the driver if he will be picking us up and I was told to call the office when we were ready to return to the nursing home. I should mention that the driver was a bit confused on how to get to the address and I had to guide him (with a GPS in the van). At 7:45pm, I started looking for the van to return to the nursing home. There were other vans on the block that I approached ( housing authority van, a private van) looking for the Sinai van and I had several people on the lookout as well. As the time kept ticking away, I became more stressed out, kept calling their office over and over again and kept getting the recorded message "wait at the drop off spot". I finally called the nursing home at 8:45pm asking for help in getting my father back since he could not be transported in any other vehicle. The nursing home went looking for another # for Sinai van service, but called the same number I had. They were stressing not to take him in a regular vehicle because he may injured himself in the transport and break his legs. Finally at 9:30 we could no longer wait for Sinai van and the nursing home contacted an ambulance/EMS from First response to come pick up my dad. I was told that I will be responsible for the fee of the ambulance service which we all know runs between $700-$1,000. Spoke to Sinai van the next day and they claimed the driver was there, yet over 30 people attending the service never saw a Sinai van outside. They wanted me to pay at least pay 50% $62.50 of the fee which I neither agree or disagree to. I saw an actual charge of $65 come thru and I gave them a call to explain why not 50% as they had stayed on the phone and they had the audacity to tell me that I lost my discount when I didn't complete the return trip. These people had me stressed out, had my father go thru unnecessary discomfort in the ambulance feeling every bump on the [redacted] on the stretcher and moaning thru out the ambulance ride and they were more concerned about their stupid discountDesired Settlement: at minimum no charge at all and at maximum to pay the expected ambulance bill. I would not have taken my father out or be allowed to take him out of the nursing home, if I could not secure the appropriated and approved ambulate service. Sinai van said they could handle the job and they failed miserably since this concerned the well-being of an elderly sick person. If they can't exercise due care when it comes to their customers, they should not be in the business of transporting sick or elderly people.

Business

Response:

pick up was scheduled for 6/**/2014 and driver arrived at 6:30 pm. driver knew location of nursing home and where patient was going. Family member wanted driver to wait at the drop off. Arrangement was only for r/t with out waiting time. the were quoted at discounted rate $125 r/t. from a full price $160. waiting time charge separately of $66 p/h. driver told them to call the office when they will be ready to go. Driver arrived on the return 7:45 pm and waited a block away because street is busy. Driver waited until 8:30pm and was re-routed to another call. Our live dispatcher on Saturday operates until 8 pm.

I apologize for inconvenience to the patient. I have a GPS report on both vehicles that went to pick up her father. All calls after 8 pm are pre-scheduled for return time. I will re-instruct my office stuff about late calls.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]The pickup was scheduled for 6:15 and dispatcher answering the phone at the office wasn’t even aware of the

pickup when I called at 6:15pm. He had a van, but no driver. They finally showed up at 6:30pm. The security guard at the

nursing home was a witness to all of this. Another blatant lie .. I never asked the driver to wait. The religious service was for a full hour (7-8PM). No one in their right mind would tell anyone to wait for a full hour. I only asked the driver one question, if he would be the one to pick us up. The answer was no and to call the office when ready to return to the nursing home. The driver was confused on how

to get to the place. He thought the street was [redacted] instead of [redacted]. The block is a very wide and long street with plenty of parking. The drop off location had a driveway in front . I can provide pictures of the driveway and the street ( if needed). The van could’ve waited in the same spot where we were dropped off. How was I supposed to know the van was waiting around the corner while other vans were able to park on the streetand which corner was I supposed to check? Why was the ambulance able to park on the block and not the van ? Was I supposed to drag my poor fragile father in the wheelchair around each corner of the street to check ? Why didn’t any one call my

cellphone# to tell me this? The dispatcher specifically asked for my cell phone number when I called the office earlier that

day. I had a number of people ( including myself) looking for the van starting way before the 8pm pick up time. Not once was I quoted a discounted or full price. The nursing home recommended this service and had faxed over the pickup and drop off schedule. When I called the office, I was told the $125 price, asked for my credit info and I re-confirmed pickup and drop off time and location.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

there were no need to call ambulance. there is other wheelchair accessible transportation as Green taxi or other Ambulette company.

Price wise will be about the same. on the other hand if they will check with nursing home dispatcher called a few times to find out return time and phone number.

before filling complaint check exactly what happened.

thank you

Consumer

Response:

At this time, I have not been contacted by Sinai Van Service regarding complaint ID [redacted]. it was only contacted when the complaint was first filed. Have not heard anything since then other than the response on this website.

Sincerely,

Review: I am documenting this complaint against Sinai Van Service due to the following:

inexcusable delays in picking me and my wheelchair bound mother up for the Hospital

The van did not have air conditioner

The van broke down - it took another 45 minutes in the 80 degree weather for a new van to come

The driver stopped on the side of the road and refused to take me to my destination unless he had the cash first

The price was incorrect (almost twice the amount charged)

Discourteous and discriminatory service

The mishap put my mother's health at risk (my mother is 91 years old, wheelchair bound, and recently suffered a stroke)

On June **, 2015, Sinai Van Service was scheduled to pick up my wheelchair bound mother and myself from [redacted] - Rehabilitation facility. The scheduled time was 11:00am. These arrangements were confirmed and setup by the [redacted]’s Social Services - [redacted] as of Monday - June *, 2015.

At approximately 11:15 AM, [redacted] received a call from Sinai Van Service saying that they will not come until 12:30pm to pick up my mother. No explanation was provided for the delay.

At 12:45 when the Sinai Van Service finally arrived and uploaded my mother in the ambulate, we noticed that the air conditioner was not working. Since my mother suffered from a stroke, I was very concerned given that the weather was approximately 80 degrees.

The Sinai Van driver (driver #72) made it halfway out of the [redacted] parking lot facility when his van broke down. My mother - still in her wheelchair in the back of the hot van without air conditioner, waited for approximately 45 minutes until another van came. Driver #72, the original driver, kept telling me and my mother that it would only be 10 minutes to wait for a new van. Since it took so long - 45 minutes - I also kept calling the Sinai Van Service to get a status on the new van and also complained about the lack of air conditioner.

Once the new Sinai Van service driver ([redacted]) arrived at the [redacted] facility, me and my mother got out of the old broken down van and into the new van.

Driver [redacted] drove approximately five blocks on [redacted] (which is still about 15-20 minutes from my home) and pulled over on the side of the road. He said his that his [redacted] demanded that me and my mother (both [redacted]) pay him first before he drove any further. He turned off the air condition and the ignition. I told the driver and the [redacted] that it was absolutely ridiculous to turn off the air conditioner after me and mother waited in the 80 degree hot van (that was broken) for 45 minutes. He refused to drive unless I handed him the cash. Given that I was concerned for my mother’s health (she suffered [redacted] - hence the reason for the stay at [redacted]) I told the driver and the [redacted] (I called the [redacted] and placed him on speaker) that it was wrong to treat me and my mother this way especially since we waited 45 minutes since the other van broke down, and the initial van was almost two hours late. Both the [redacted] and the Driver [redacted] treated me and my mother disrespectfully and never once apologized for having us wait for almost two hours for the initial pick up. Also, they never apologized since the van broke down and made us wait another 45 minutes.

I told him that I would pay, just to get my mother home safely. When I asked him how much, at first he said $120.00. When I questioned the amount, he then said $125.00. I told him that the Social Worker ([redacted]) said that the total cost was 65.00 if there is only one Sinai Van employee in the car. The extra Sinai Van employee would be another $65.00 if I needed him to help carry my mother to the house. Since Sinai only sent one employee, I told him that the price was quoted to as $65.00.

It is important to note that when I asked if I could have a receipt if I paid cash, I was told that they could not give me a receipt and that I could just right down the price on the back of the driver’s business card. I was concerned that if I gave the driver the cash (which was almost twice the amount quoted to me by the [redacted] Social Worker - [redacted]) and that he would not take me and my mother to our home. I told him that I was going to call the police.

The driver than took me and my mother back to [redacted].Desired Settlement: 1. An apology from the owner in acknowledgement for the mishap and disrespectful treatment of myself and my mother.

2. A written notice on the Revdex.com's website regarding the details regarding this complaint.

3. Training for Sinai Van Services staff for the disrespectful and discriminatory, and harmful treatment

Business

Response:

Good afternoon,I apologize for inconvenience to the PT. rate on a two man job was confirmed with facility. Price of a $125 for 1 way trip two man assist. Sunday we run on a weekend schedule. Discharge van#72 was running behind with his route. [redacted] notified facility on being late on a discharge. Van 72 was sent to the pick up. Van broke down at the pick up address. van is 2011 ford e 350. Driver apologized and another van arrived with in 20 minutes. After he pick up a member driver asked for a payment. Policy is to charge before picking up a customer. Facility aware about this policy. PT refuse to pay until trip completed. then member stated that only $65 will be paid. Daughter wanted our driver to help her to carry PT with out second driver. Two man jobs are done by Sinai drivers only. if something happens, Sinai will be liable. I have a request from facility that amount was approved on $125. Second driver was waiting at the drop off address. PT refused to pay and driver was told by [redacted] to take PT back to facility. Sinai never collect any money on that trip.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The complaint has not been resolved and the explanation from Sinai Van Services is absolutely unacceptable since the response reflects a number of what I feel are inaccuracies and incomplete information. In addition, I feel that what makes Sinai Van Services most unreliable is that they had many opportunities to return my calls regarding my complaint - prior my official filing with the Revdex.com. If they were sincere and credible, they would have returned my calls in an attempt to reconcile. More specific examples of inaccuracies and incomplete information based on Sinai’s response is reflected below. In general, I hope that no one will ever be treated the way they that myself and elderly mother were treated by Sinai Van Services. 1. My Many pleas for an explanation/apology when unanswered: Prior to my filing this compliant with the Revdex.com, Sinai Van Services had multiple opportunities to apologize for the poor, unsafe and discourteous service. I have personally tried to reach out to the owner and [redacted] to receive an apology and explanation for the poor service. My requests have gone unanswered. It is unfortunate that this Revdex.com complaint forced the company (Sinai Van Services) to make a weak attempt at apologizing and even a weaker attempt at justifying the poor service that ultimately put my mother's health at risk. 2. I feel that Sinai Van Services response contains a number of inaccuracies/false information: Per Sinai’s response: “Sunday we run on a weekend schedule. Discharge van#** was running behind with his route. [redacted] notified facility on being late on a discharge” It does not matter if the service runs on a “weekend schedule." The date and time of 11:00am was confirmed five days in advance. Additionally, it is also unacceptable to call the client after the fact (after 11:00am - the scheduled pick up time) that the van service will be two hours late - especially without any explanation. Using the excuse “a weekend schedule" is not acceptable. Given the two hour delay, the breakdown of the van service in 80 degree weather, sending a van without any air conditioner, waiting another 45 minutes in the sun for a replacement van, and demanding payment after such poor service is more than an “inconvenience". Per Sinai’s response “rate on a two man job was confirmed with facility. Price of a $125 for 1 way trip two man assist.” This is a correct statement, and perhaps the only correct information in the response. The concern here is that there was only one Sani Van employee dispatched to this job. However; Sinai insisted on charging $125.00 (a two-person assist rate) although there was only ONE driver.Per Sinai’s response “Second driver was waiting at the drop off address.” I feel that this statement is absolutely false since my father, along with my neighbors waited patiently at my house (both inside the house and outside of my house in my front lawn) for my mother’s arrival from the Sinai Van Service. At no time did a “Second driver” wait at my home. To be clear, this so called “Second driver” was not even in front of my house; nor on my block for that matter. As I mentioned, my mother’s discharge was highly anticipated - that is why we had neighbors and my father was waiting at my home for my mother’s arrival, that never happened. Also, it is important to note that the [redacted] and drivers: [redacted] and #72 told me that they “did not no anything about a second driver.” In fact, the Dispatcher went on to tell me and my mother that the price is $125.00 and does not include driver assistance nor a second driver. Please note that the [redacted] was on my speaker phone so his statement was heard by myself and my mother.Sinai’s response conveniently left out the part in which the driver pulled along the side of the road (on [redacted]), turned off the air conditioner and engine and demand that I pay him $125.00 even though Sinai did not provide the second driver. Once again, when I asked the [redacted] about the second driver assist, he indicated that he was not aware of having any second driver, and that the cost does not include assisting my mother out of the wheelchair. The response also does not mention that I threatened to call the police because I feared that the driver would continue to leave me and my mother in the hot van (in 80 degree weather) on the side of the road while trying to bully us into paying the overpriced amount. If this is a policy I once again request a copy so that I can further pursue this matter with the local authorities. For the record, I asked the driver for a copy of the 'policy" and price listing. None of which were provided. The so called “20 minute” wait time for the replacement van to come to the original pick-up area is highly inaccurate. The replacement van took approximately 45 minutes. This time was captured by the security camera that is maintained in the hospital security office, along with the two hospital guards who recorded the incidence since the Sinai van that was broken was stuck/wedged in the entrance way of the hospital facility. The guards provided me oath their names as a potential witness to the entire incident. It is also important to note that the guards repeatedly asked Driver #72 - the driver with the broken van without air conditioner, to call Sinai for help in moving the van which was obstructing the hospital entrance way. Having called Sinai numerous time for the status of replacement van, I also have a recored supporting the 45 minute delay.

I am very disappointed in Sinai's response. The fact that they would describe the above horrific events as an "inconvenience", is further proof Sinai Van Services is in my opinion lacking in quality and integrity.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,