After a full investigation, MWAS believes that the complainant was treated justly and appropriately according to current public transportation practices. Complainant was transported home in a safe and appropriate manner. Upon arrival to pick up complainant, it was indicated that the transport would...
require additional resources for purposes of assisting the complainant into their home and the amount of stairs at residence. An additional unit was dispatched and met the complainant on scene. There was no way for MWAS to know that the stairs at the residence would be worn and uneven causing it to appear unsafe with the manpower available and the current wheelchair that the complainant was in. Upon arrival and after identifying that a stair chair would be needed to safely get the complainant into their residence, the staff of MWAS notified dispatch. During this time the complainant was covered with a blanket. Once the staff on scene was given an extended ETA for the stair chair to arrive they appropriately placed the complainant back inside the wheelchair unit for warmth. The complainant originally arrived at the residence at 1647 and the crew advised the need for a stair chair at 1655 (8 minutes after arrival). Unit with stair chair was dispatched immediately and arrived at residence at 1733 (38 minutes after dispatch). The unit responded promptly and with traffic this is a reasonable amount of time based on the location of the stair chair. All units marked back in service at 1743 (total scene time of 54 minutes) when the complainant was safely in the residence.In regard to the stair chair and its use, we are very sorry that the complainant felt that the crew had no knowledge of how to use the equipment. Our crews are trained annually to ensure that all staff are aware of proper and safe use of this and all equipment at MWAS. To the untrained individual, it could easily be perceived as if the crew did not know how the equipment is used as people must be precisely strapped in and the chair must be used in a systematic way to be safe and effective.When hearing of the complainant having a bad experience, MWAS apologized profusely and decided that providing a discount would be an appropriate response even after the investigation noted that the staff had acted appropriately and in the best interest of the complainant at all times. Of the total cost of $180.00, we refunded $80.00 due to her dissatisfaction. MWAS still feels bad that the complainant believes this experience was “criminal” and we have done everything possible to make a mends, however a service was provided and the complainant was transported safely to their residence. The main issue was the condition in which we found the residence stairs and determining the need for extra resources not previously identified causing a delay. We apologized but as a transportation provider, we could not have done anything different to have safely handled this situation based on the facts presented.If there are further questions or concerns from the Revdex.com, MWAS will be cooperative in assisting with inquiries.Investigation completed by: Allan [redacted], Deputy Director
After a full investigation, MWAS believes that the complainant was treated justly and appropriately according to current public transportation practices. Complainant was transported home in a safe and appropriate manner. Upon arrival to pick up complainant, it was indicated that the transport would...
require additional resources for purposes of assisting the complainant into their home and the amount of stairs at residence. An additional unit was dispatched and met the complainant on scene. There was no way for MWAS to know that the stairs at the residence would be worn and uneven causing it to appear unsafe with the manpower available and the current wheelchair that the complainant was in. Upon arrival and after identifying that a stair chair would be needed to safely get the complainant into their residence, the staff of MWAS notified dispatch. During this time the complainant was covered with a blanket. Once the staff on scene was given an extended ETA for the stair chair to arrive they appropriately placed the complainant back inside the wheelchair unit for warmth. The complainant originally arrived at the residence at 1647 and the crew advised the need for a stair chair at 1655 (8 minutes after arrival). Unit with stair chair was dispatched immediately and arrived at residence at 1733 (38 minutes after dispatch). The unit responded promptly and with traffic this is a reasonable amount of time based on the location of the stair chair. All units marked back in service at 1743 (total scene time of 54 minutes) when the complainant was safely in the residence.In regard to the stair chair and its use, we are very sorry that the complainant felt that the crew had no knowledge of how to use the equipment. Our crews are trained annually to ensure that all staff are aware of proper and safe use of this and all equipment at MWAS. To the untrained individual, it could easily be perceived as if the crew did not know how the equipment is used as people must be precisely strapped in and the chair must be used in a systematic way to be safe and effective.When hearing of the complainant having a bad experience, MWAS apologized profusely and decided that providing a discount would be an appropriate response even after the investigation noted that the staff had acted appropriately and in the best interest of the complainant at all times. Of the total cost of $180.00, we refunded $80.00 due to her dissatisfaction. MWAS still feels bad that the complainant believes this experience was “criminal” and we have done everything possible to make a mends, however a service was provided and the complainant was transported safely to their residence. The main issue was the condition in which we found the residence stairs and determining the need for extra resources not previously identified causing a delay. We apologized but as a transportation provider, we could not have done anything different to have safely handled this situation based on the facts presented.If there are further questions or concerns from the Revdex.com, MWAS will be cooperative in assisting with inquiries.Investigation completed by: Allan [redacted], Deputy Director