St Louis County Cab

The receipt is being sent to the customer today.? We do apologize for this issue.? We were in the middle of a HUGE implementation of a new dispatch system and phone system during the month of August and early September and this resulted in slower than desired response times to requests from our customers.?

While we always try to provide prompt service to all of our customers, we are an on demand service and thus cannot easily predict peak demand times that may cause delays in service. Also, our drivers are independent contractors and thus have the ability to take a fare or not which means that we cannot force any driver to pick up a fare. While this may cause issues for our commitment to prompt service, we have continous communication with our drivers to let them know how busy we are, trips that are having a hard time getting filled and thus encourage them to help our customers get where they need to go. Historically, Sunday is our most challenging day to provide timely service as many of our drivers take this day off - just like many others that work for a living. We do apologize for the delay in service and I will pass this along to our driver relations specialist to see if he may be able to communicate to our driver partners to help with his order in the future. We would suggest to this customer that if he does find a driver that he enjoys, to speak to him about pre-arranging for him to come get him each week as opposed to arranging the trip through our main call center. This would ensure prompt service each time.

After speaking to our driver, we believe that there are two sides to this story. The allegations made by the customer cannot be validated by our computer system or the driver. The driver claims that none of this happened and that he provided prompt and courteous service. We are happy to provide our customers with a $voucher when our service falls short. Our records indicate that this customer has taken advantage of this policy on other occasions and is just trying to get more $vouchers by filing this complaint with the Revdex.com. We are unable to validate her claims and thus no compensation can or will be provided.

We are calling the customer to handle this issue as requested

Initial Business Response /* (1000, 5, 2015/09/10) */
After a thorough investigation, our driver provided a different account of the situationHere is what our manager of driver relations provided after talking to the driver
I spoke with the driver who admits he told the lady about the kids
hitting his car after she asked how he was doingHe said I was upset but I would never say anything racist or anything about someone's colorHe also said he asked how to get where she was going and she told him to use his GPS which he didThey went highway to to Florissant rdHe said when he arrived the meter said $and that he had stopped the meter timer so it would not click anymoreThat is what she saw was him stopping the timerI ran the trip and he went exactly how you should goIt is miles which would be $without any time delaysSo, $is the correct amountI did a little search and if you look at fare # XXXXXX on August 15, she took *** cab *** and the meter ran $*** swears he said nothing of the sort in regards to the accusations regarding any racist comments
We apologize if Ms*** had any issues with her driver or her experience with our companyWe value her loyalty and welcome her to reach out to us directly so that we are better able to communicate and reach a resolutionShe can reach us at ***@countycab.com

We have researched this complaint and agree that our customer service representative could have handled the situation better. For that, we apologize and will be mailing a refund to the customer. We are using this example as a coaching opportunity with our team to improve the customer
experience going forward. If you or anyone should have questions, please direct those to our General Manager, *** ***. He can be reached at ***@countycab.com or by calling ***

At the moment that this situation became aware to our company and our staff, we did everything we could to assist Miss *** in locating her umbrella - which she left in our cab - at no fault of our driver. She called our customer care center and spoke to various people about her umbrella and
we did attempt to resolve the situation by contacting the driver. But at the moment that we tried to contact him, he was not available. We did try to tell Miss *** that we would continue to try to contact the driver but she was abusive to our care center staff and the only way to remain professional was to terminate the call. She did call back and ask to speak to me - *** *** - but I was in a meeting at that moment and then went immediately to a meeting off site. When I returned to my office and listened to her extremely abusive and vulgar voicemail, I did an even further investigation and was told that the driver had been contacted and her umbrella had been located and that he would arrange to return it to Ms***. I didn't call Ms*** back because I had communicated these findings via a response to her Yelp review plus I didn't feel it was necessary for me to return a call of a person that I felt would continue to be abusive and vulgar to me or my staff. Our company has been a valuable member of this community for over years and we strive to reconnect passengers with their lost items in a timely manner when possible. We felt that we did everything that we could to accommodate Ms*** in regards to the umbrella - that she left in our cab - at no fault of our driver. But her attitude and abusive nature did get in the way of this process being resolved in a timely, professional manner. We wish Ms *** luck in working with other transportation providers in our area

Initial Business Response /* (1000, 5, 2015/09/10) */
After a thorough investigation, our driver provided a different account of the situation Here is what our manager of driver relations provided after talking to the driver
I spoke with the driver who admits he told the lady about the kids
hitting his car after she asked how he was doingHe said I was upset but I would never say anything racist or anything about someone's colorHe also said he asked how to get where she was going and she told him to use his GPS which he didThey went highway to to Florissant rdHe said when he arrived the meter said $and that he had stopped the meter timer so it would not click anymoreThat is what she saw was him stopping the timerI ran the trip and he went exactly how you should goIt is miles which would be $without any time delaysSo, $is the correct amountI did a little search and if you look at fare # XXXXXX on August 15, she took *** cab *** and the meter ran $*** swears he said nothing of the sort in regards to the accusations regarding any racist comments
We apologize if Ms*** had any issues with her driver or her experience with our company We value her loyalty and welcome her to reach out to us directly so that we are better able to communicate and reach a resolution She can reach us at ***@countycab.com

After speaking to our driver, we believe that there are two sides to this story.? The allegations made by the customer cannot be validated by our computer system or the driver.? The driver claims that none of this happened and that he provided prompt and courteous service.? We are
happy to provide our customers with a $voucher when our service falls short.? Our records indicate that this customer has taken advantage of this policy on other occasions and is just trying to get more $vouchers by filing this complaint with the Revdex.com.? We are unable to validate her claims and thus no compensation can or will be provided.?

We have researched this complaint and agree that our customer service representative could have handled the situation better.? For that, we apologize and will be mailing a refund to the customer.? We are using this example as a coaching opportunity with our team to improve the customer
experience going forward.? If you or anyone should have questions, please direct those to our General Manager, *** ***.? He can be reached at ***@countycab.com or by calling ***

While we always try to provide prompt service to all of our customers, we are an on demand service and thus cannot easily predict peak demand times that may cause delays in service.? Also, our drivers are independent contractors and thus have the ability to take a fare or not which means that
we cannot force any driver to pick up a fare.? While this may cause issues for our commitment to prompt? service, we have continous communication with our drivers to let them know how busy we are, trips that are having a hard time getting filled and thus encourage them to help our customers get where they need to go.? Historically, Sunday is our most challenging day to provide timely service as many of our drivers take this day off - just like many others that work for a living.? We do apologize for the delay in service and I will pass this along to our driver relations specialist to see if he may be able to communicate to our driver partners to help with his order in the future.? We would suggest to this customer that if he does find a driver that he enjoys, to speak to him about pre-arranging for him to come get him each week as opposed to arranging the trip through our main call center.? This would ensure prompt service each time.?

The receipt is being sent to the customer today.? We do apologize for this issue.? We were in the middle of a HUGE implementation of a new dispatch system and phone system during the month of August and early September and this resulted in slower than desired response times to requests
from our customers.?

At the moment that this situation became aware to our company and our staff, we did everything we could to assist Miss *** in locating her umbrella - which she left in our cab - at no fault of our driver.? She called our customer care center and spoke to various people about her umbrella and
we did attempt to resolve the situation by contacting the driver.? But at the moment that we tried to contact him, he was not available.? We did try to tell Miss *** that we would continue to try to contact the driver but she was abusive to our care center staff and the only way to remain professional was to terminate the call.? She did call back and ask to speak to me - *** *** - but I was in a meeting at that moment and then went immediately to a meeting off site.? When I returned to my office and listened to her extremely abusive and vulgar voicemail, I did an even further investigation and was told that the driver had been contacted and her umbrella had been located and that he would arrange to return it to Ms***.? I didn't call Ms*** back because I had communicated these findings via a response to her Yelp review plus I didn't feel it was necessary for me to return a call of a person that I felt would continue to be abusive and vulgar to me or my staff.? Our company has been a valuable member of this community for over years and we strive to reconnect passengers with their lost items in a timely manner when possible.? We felt that we did everything that we could to accommodate Ms*** in regards to the umbrella - that she left in our cab - at no fault of our driver.? But her attitude and abusive nature did get in the way of this process being resolved in a timely, professional manner.? We wish Ms *** luck in working with other transportation providers in our area.?

Initial Business Response /* (1000, 5, 2015/07/08) */
Based on our research related to the issue with the payment, it appears that there was general confusion on all parts about processing a payment from within our mobile app. The driver thought the payment did not go through and thus sought out...

alternative payment from his customer, Ms. [redacted]. It was determined a few days later that the pay-in-app payment did process. We have since refunded $19.50 to her card. Ms. [redacted] did report her alleged injury to our company and we are researching her allegations and will resolve with her directly.

The receipt is being sent to the customer today.  We do apologize for this issue.  We were in the middle of a HUGE implementation of a new dispatch system and phone system during the month of August and early September and this resulted in slower than desired response times to requests...

from our customers.

While we always try to provide prompt service to all of our customers, we are an on demand service and thus cannot easily predict peak demand times that may cause delays in service.  Also, our drivers are independent contractors and thus have the ability to take a fare or not which means that...

we cannot force any driver to pick up a fare.  While this may cause issues for our commitment to prompt  service, we have continous communication with our drivers to let them know how busy we are, trips that are having a hard time getting filled and thus encourage them to help our customers get where they need to go.  Historically, Sunday is our most challenging day to provide timely service as many of our drivers take this day off - just like many others that work for a living.  We do apologize for the delay in service and I will pass this along to our driver relations specialist to see if he may be able to communicate to our driver partners to help with his order in the future.  We would suggest to this customer that if he does find a driver that he enjoys, to speak to him about pre-arranging for him to come get him each week as opposed to arranging the trip through our main call center.  This would ensure prompt service each time.

After speaking to our driver, we believe that there are two sides to this story.  The allegations made by the customer cannot be validated by our computer system or the driver.  The driver claims that none of this happened and that he provided prompt and courteous service.  We are...

happy to provide our customers with a $5 voucher when our service falls short.  Our records indicate that this customer has taken advantage of this policy on other occasions and is just trying to get more $5 vouchers by filing this complaint with the Revdex.com.  We are unable to validate her claims and thus no compensation can or will be provided.