Topeka Smiles, P.A.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] [redacted] [redacted] *** [redacted] * [redacted] [redacted] [redacted]

We sincerely apologize for the inconvenience this passenger experiencedWe did pay for a rental car for this passenger and was under the impression that was an agreed upon settlementWe have since contacted this customer, who continues to use our services, and will providing additional
compensation that has been agreed to

We interviewed both our driver and on-board host from this trip and both employees clearly recall that the passenger boarded the bus without presenting any luggage to our staffAdditionally, both employees state that the passenger admitted that she did not specifically present her luggage to our
staff for transportation as she believed her friend was responsible for the handling of the bag.After notifying us that the bag was missing we immediately called all vehicles that were in the vicinity of the pickup location to try to find the passengers bagWe learned that another bus company did indeed pick up the bagThis is a busy stop used by multiple bus operators, while we regret the inconvenience we cannot be responsible for transporting luggage that a passenger does not present to us.--

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** *** *

We certainly understand the passengers frustration, however, to be clear, our story has not changedOur driver and attendant both maintain that no bag was presented to themThey firmly believe that the passenger unknowingly left the bag behind because she believed that her friend was handling the luggageThe friends own bags were loaded as they were presented to our staffWhen asked by our staff if the passenger presented her luggage, the passenger admitted that she did not specifically present her luggage to us and questioned her friend if she did.>> Response:>> We interviewed both our driver and on-board host from this trip and > both employees clearly recall that the passenger boarded the bus > without presenting any luggage to our staffAdditionally, both > employees state that the passenger admitted that she did not > specifically present her luggage to our staff for transportation as > she believed her friend was responsible for the handling of the bag.> After notifying us that the bag was missing we immediately called all > vehicles that were in the vicinity of the pickup location to try to > find the passengers bagWe learned that another bus company did > indeed pick up the bagThis is a busy stop used by multiple bus > operators, while we regret the inconvenience we cannot be responsible > for transporting luggage that a passenger does not present to us.>

Our records indicate that on 3/*/at 9:PM, *** *** made and prepaid for a reservation for the 10:PM departure on 3/**/This reservation (***) was then changed on 3/**/at 4:PM to the earlier 8:PM departureThis indicates that *** *** believed she could make the 8:PM
departure rather than keep her original 10:PM reservation. Our driver for this trip states that he arrived at our *** *** *** at 8:PM on 3/**/and left on time at 8:PMOur GPS data for vehicle (the vehicle that completed this particular trip) confirms an arrival time at our *** *** stop at 8:PM followed by a minute layover periodOur GPS data also confirms that at 8:PM the bus had left our 40th St& 3rd Avenue stop and traveled block east to 2nd Avenue where it was preparing to turn south as per schedule. Our phone records from our call center show a call from ###-###-####, the same contact number listed for *** *** in this complaint, at 8:PM, three minutes after our scheduled departure timeStephanie, one of our senior reservationists answered the call and recalls the caller inquiring about the 8:PM departure and, after checking with our dispatcher confirming to the caller that the bus had departed our *** *** stop on time at 8:PMThere were no other calls or complaints from any other passengers regarding this trip leaving early.Our policy allows customers to change their prepaid reservations if they know they cannot make a reservation to avoid forfeiting their fareAs *** *** had not done this, she was then required to pay for another fare on the next departure at 10:PM. Though our GPS confirms that our vehicle was at our 40th St stop from 8:31-8:PM and left on time, we understand that *** *** is upset about having to pay twice for a single tripIn the interest of her ridership and customer service, we are willing to refund one of her $payments."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, although I know the information provided isn't accurate. I will accept the refund. Thank you.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
 
[redacted] 
[redacted] 
[redacted] 
[redacted]      [redacted] **       [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:
This information is incorrect. I did present the bag and my friend stood there while it was loaded. I cannot be responsible for what the driver did after I boarded the bus. The company's story has changed multiple times, very conveniently to lay the blame on me. Why would I knowingly leave my bag behind? It's a preposterous claim.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

"The refund has been issued as discussed. We sincerely appreciate your business."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Thank you for contacting us in regards to your trip, we are happy to further clarify our policies as it relates to your situation.   We understand that when you made a reservation you picked the wrong time and also received an email communication that clearly stated this time to you. Though...

the 5:40 AM trip you booked for was a mistake, someone still could have traveled under that reservation and the Host aboard the 5:40 PM trip you were on would have no way of knowing this. Unfortunately, this type of unscrupulous behavior has happened in the past as people try to find a way to take advantage of our system. Though the policy you agreed to when you booked is very clear that payment would be required again in your situation, as a courtesy, we waive the additional payment as long as we can verify that the prior reservation was not used. As our Accounting department was closed when you traveled, our policy would be to collect payment at that time and then provide the refund when we can verify that no one else traveled under the actual reservation time. After you refused to pay while on board, our Host followed our policy and protocol correctly. Even though you had no actual reservation for the trip you were currently on and refused to pay we elected to keep you on board and drop you off at our first stop location which is just outside of Manhattan. If you had simply paid the fare and contacted our Accounting office the next day, a refund would have been issued. As there has been no contact from you since you traveled there was no opportunity to inform you of this.   To help clarify our policy on Pre-paid reservations, please review the terms and conditions below which all passengers agree to by checking a box when reserving and pre-paying their trip online: ------------------------------------------------------------------- All online prepaid reservations must be cancelled or revised by the passenger themselves by logging into their account on our website and making their own adjustments to the reservation. Our Reservations center call agents are unable to cancel or revise any pre-paid online reservations for you. Reservations are specific to trip and do not rollover – if you plan to take a different trip you must revise your reservation prior to the trip departure time.  Please see your terms and conditions for revision/cancellation policy and times for pre paid online reservations.  When you agree to the terms & conditions upon finalizing this pre pay reservation you are informed that all pre pay online reservations must be cancelled at least 8 hours prior to departure time to receive a full refund/credit for your trip. Reservations must be revised before scheduled departure time.  If a reservation is cancelled within 8 hours of departure time you will be refunded your fare however there is a $10.00 cancellation fee per Jitney reservation and a $20 cancellation fee per Ambassador reservation.   If a prepaid reservation is not cancelled before the trip departure time and the passenger "no-shows" for the trip - you will not receive any refund for this reservation.  --------------------------------------------------------------------