Toledo Truck Cap & Accessories

Dear Dr [redacted] , First and foremost, I apologize for you overall experience with our serviceThis is not how we want anyone’s transportation to goLooking over the charter you booked, I have several very key points that could make or break your tripMy team dropped the ballOn April 28, 2015, a van was sent to your location because the car scheduled for your run had a maintenance issue and we could not put the vehicle on the roadSafety is our top priority and if we do not feel a vehicle meets our standards of service, we pull that vehicle from serviceIn situations like this, if we do not have a like vehicle, we upgrade the vehicleThis was our first mistakeThe coordinator who booked your reservation had only noted on the return leg of the trip that you required a car and could not utilize a vanNo note was on the departing leg, so when the dispatcher that day had to send a vehicle, there was no note to tell her differentWe had to wait for a car to return from service so that it could then be dispatched to your location, creating further delayThere was not another available car at the time of your departureI apologize for the lack of attention to detail and will go over this with the booking coordinator so she realized the importance of completing all customer notesOn your return date of May 12, 2015, the scheduling dispatcher did not allow enough time between your run and a run going to [redacted] The allowed time was cut short by minutesThis was further compounded by the traffic the driver ran into en route to [redacted] AirportThe driver notes show he arrived for pickup at 5:00PMAgain we dropped the ball, our team should have caught that the driver’s scheduled runs were too close togetherWe allow hours for this trip one way and the driver was only given hours which works when there is no traffic and perfect driving conditionsBut it is not our practice to schedule runs this tightI apologize that we did not convey our sincerity to youYou had been working with our Charter Manager and he expressed that you were waiting to hear from me last weekI was out of town last week and not in the office and unable to respondIt was not our intention to make you feel unheardNor was it our intention to not convey our heartfelt concern for the travel ordeal that you went throughWe value our customers and know that their loyalty is in part what makes us great! Thank you for bringing this to our attentionIt will be addressed with our staff and used as a training tool so that we may better serve our customers in the futureOur charter manager has already credited back 50% of the charter cost on May 21, Please do not hesitate to give me a call if I may be of further assistanceBest regards, [redacted] General Manager, Richmond Groome Transportation

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted] Revdex.com spoke with the customer by phone on June 3, 2015, and he indicated that he was accepting the offer and considered the complaint resolved

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]
Revdex.com spoke with the customer by phone on June 3, 2015, and he indicated that he was accepting the offer and considered the complaint resolved.

Dear Dr. [redacted], First and foremost, I apologize for you overall experience with our service. This is not how we want anyone’s transportation to go. Looking over the charter you booked, I have several very key points that could make or break your trip. My team dropped the...

ball. On April 28, 2015, a van was sent to your location because the car scheduled for your run had a maintenance issue and we could not put the vehicle on the road. Safety is our top priority and if we do not feel a vehicle meets our standards of service, we pull that vehicle from service. In situations like this, if we do not have a like vehicle, we upgrade the vehicle. This was our first mistake. The coordinator who booked your reservation had only noted on the return leg of the trip that you required a car and could not utilize a van. No note was on the departing leg, so when the dispatcher that day had to send a vehicle, there was no note to tell her different. We had to wait for a car to return from service so that it could then be dispatched to your location, creating further delay. There was not another available car at the time of your departure. I apologize for the lack of attention to detail and will go over this with the booking coordinator so she realized the importance of completing all customer notes. On your return date of May 12, 2015, the scheduling dispatcher did not allow enough time between your run and a run going to [redacted]. The allowed time was cut short by 30 minutes. This was further compounded by the traffic the driver ran into en route to [redacted] Airport. The driver notes show he arrived for pickup at 5:00PM. Again we dropped the ball, our team should have caught that the driver’s scheduled runs were too close together. We allow 2.5 hours for this trip one way and the driver was only given 2 hours which works when there is no traffic and perfect driving conditions. But it is not our practice to schedule runs this tight. I apologize that we did not convey our sincerity to you. You had been working with our Charter Manager and he expressed that you were waiting to hear from me last week. I was out of town last week and not in the office and unable to respond. It was not our intention to make you feel unheard. Nor was it our intention to not convey our heartfelt concern for the travel ordeal that you went through. We value our customers and know that their loyalty is in part what makes us great! Thank you for bringing this to our attention. It will be addressed with our staff and used as a training tool so that we may better serve our customers in the future. Our charter manager has already credited back 50% of the charter cost on May 21, 2015. Please do not hesitate to give me a call if I may be of further assistance. Best regards, [redacted] General Manager, Richmond Groome Transportation

Please see the attached response. Best regards, Kimberly [redacted], RichmondGroome Transportation, Inc.  We received the Revdex.com complaint stating that we are false advertising on our website. Nowhere on our website do we state that we will honor pricing from...

another transportation company. It is the practice of the company to price match a charter on a case by case basis, when we are able to, for the benefit of the customer. If a customer wants a price match, the customer must submit the quote received from the competitor so that we can ensure it is a legitimate quote. We then look at our cost to run the trip and see if the mark down is feasible. Mr. Williams received a quote well below market value. The price he was quoted would not cover the cost of the bus, labor, fuel and insurance. Each request to price match a competitor is treated as an individual case. I have looked at Mr. Williams past bookings and we did price match a trip for him back in 2011. The operations costs in 2011 vary greatly from what they are today due in fact to increased wages and brand new equipment. We understand that Mr. Williams wanted to utilize this new equipment and are grateful to our customers for their continued loyalty and support. Price matching is not something we promote or advertise, but is instead at the manager’s discretion. All dispatchers have been trained to request the pricing information so that the manager can make an informed decision. Mr. Williams request was received but after looking at our operational costs, we recognized that we could not match the competitors quote in this particular case. Our dispatch lines are answered Monday – Friday from 6AM – 11PM, and Saturday – Sunday from 7AM – 11PM. Best regards, Kimberly [redacted], Richmond Groome Transportation