We apologize for this This issue was addressed and then we switched vendors for our direct mail advertising Apparently the address was kept in the shuffle We apologize for any inconvenience and will correct this issue immediately Thank you! [redacted] [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below When the shuttle driver left a voice message to say he would only wait another minute before departing O'Hare he did not include any communication in that phone message instructing us to call him or the possibility we might be acommodated on a later shuttle We received this voice message hours after it was sent - because we were flying Neither his voice message, your website or our confirmation emails provide any information what to do if your arrival is changed As for the option to book new tickets on another date we reside in Columbus Ohio We only needed a ride on January We only contracted with you for a ride on January Many people travel Local remedies such rebooking for another date is inadequate This option is completely useless to people stranded at an airport, or people like us who live in another state You owe us a refund and, more importantly, I suggest you have an obligation to provide customer service on weekends and provide information to customers as to steps they can take if their flight arrival is changed or cancelled In today's world airlines are often canceling flights Your company must be prepared to respond to the needs of your customers every day you have accepted money for shuttle rides Regards, [redacted]
RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Monday, February 1, 2016 “We are not available on the weekends.” – EAC policy If you accept payment for shuttle services on weekends, you must provide customer service on weekends to serve these customers. EAC’s policy not to be available on weekends while serving customers on weekends, means many passengers must be stranded at airports, as we were.. Furthermore, EAC’s policy sounds reasonable: passengers may board the next shuttle; however, this is only effective if the passenger can be informed that she has a seat on the next shuttle. On weekends, EAC does not respond to web or telephone inquiries from their customers even though they have customers phone numbers: While we were in flight from New York the EAC driver left a voice message that he was waiting for us but would leave if we were not there in 5 minutes. Of course, by the time we received this message, that shuttle was long gone. The driver clearly had not seen my early morning emails to EAC that our afternoon flight was cancelled. We were completely stranded: the EAC website that Sunday noted that the afternoon shuttles were Sold Out. And of course, no one responded to my emails asking if we had seats re-booked to one of these new shuttles. What I needed was a phone call or an email to affirm that we had two seats on any shuttle that day. What should concern the BBB and anyone interested in serving customers responsibility is that EAC considers their policy is generous, when in practice, by not having weekend customer service hours in the travel business means many EAC customers must face the same problem when their flights are changed. Leaving customer uniformed, and stranded, , is not a responsible way to operate a business. If you accept payment for shuttle services on weekends, you must provide customer service on weekends to serve these customers.Regards, [redacted]
Good afternoon,
Thank you for your email regarding the issues experienced with our service We received an email from *** to update her flight information on file The flight information is requested on our website only for building our schedule efficiently This information is
not used to track flights as flights are changed and delayed frequently If a passenger has a delayed or cancelled flight we have a generous policy allowing the passenger to board the next available shuttle at no additional cost In turn, because we held the two tickets for *** and her husband and they did not show, we could've essentially sold those tickets to other passengers but held them By looking on our website our daily shuttle times are listed The $change fee (administrative processing fee) allows our passengers to change their tickets to another date/time This is a very generous offer as most companies would forfeit the tickets and you would need to buy new tickets at full price We understand the frustration that she was trying to contact our service but we were not available on the weekend Other than during our peak travel weeks our office is closed on the weekends If in the event of an EAC delay we would contact our passengers on the weekends, however, general calling is not available Our tickets state that they are non-refundable but the change fee option is available. Please let us know if we may be of further assistance
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Monday, February 1, 2016
“We are not available on the weekends.” – EAC policy
If you accept payment for shuttle services on weekends, you must provide customer service on weekends to serve these customers.
EAC’s policy not to be available on weekends while serving customers on weekends, means many passengers must be stranded at airports, as we were..
Furthermore, EAC’s policy sounds reasonable: passengers may board the next shuttle; however, this is only effective if the passenger can be informed that she has a seat on the next shuttle.
On weekends, EAC does not respond to web or telephone inquiries from their customers even though they have customers phone numbers:
While we were in flight from New York the EAC driver left a voice message that he was waiting for us but would leave if we were not there in 5 minutes. Of course, by the time we received this message, that shuttle was long gone. The driver clearly had not seen my early morning emails to EAC that our afternoon flight was cancelled.
We were completely stranded: the EAC website that Sunday noted that the afternoon shuttles were Sold Out. And of course, no one responded to my emails asking if we had seats re-booked to one of these new shuttles. What I needed was a phone call or an email to affirm that we had two seats on any shuttle that day.
What should concern the Revdex.com and anyone interested in serving customers responsibility is that EAC considers their policy is generous, when in practice, by not having weekend customer service hours in the travel business means many EAC customers must face the same problem when their flights are changed. Leaving customer uniformed, and stranded, , is not a responsible way to operate a business. If you accept payment for shuttle services on weekends, you must provide customer service on weekends to serve these customers.Regards,[redacted]
Good afternoon, Mr. [redacted] the manager is trying to resolve this issue quickly as possible for you we tried emailing you and also calling you to figure out the best resolution, because there was an agreement before the start of the service and oil change. The complete engine flush was most definitely...
needed because of the low oil, dark mud sludge oil. For any comments and response back please feel free to call me at [redacted] cell. My name is [redacted].
We apologize for this. This issue was addressed and then we switched vendors for our direct mail advertising. Apparently the address was kept in the shuffle. We apologize for any inconvenience and will correct this issue immediately. Thank you![redacted]...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11472723, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
There was no offer in this response to my complaint. They made it seem as if I was at fault when they refused to listen to exactly what I wanted. This is part of their routine because later someone told me they did it to her--giving you a fast talk about other services to boost your bill! I did not have the $350 they originally quoted me nor the next offer of $250 nor the final offer of $200--I just wanted my oil changed and the transmission fluid they had drained out of my car without my consent!
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
1. When the shuttle driver left a voice message to say he would only wait another minute before departing O'Hare he did not include any communication in that phone message instructing us to call him or the possibility we might be acommodated on a later shuttle. We received this voice message hours after it was sent - because we were flying.
2. Neither his voice message, your website or our confirmation emails provide any information what to do if your arrival is changed.
3. As for the option to book new tickets on another date we reside in Columbus Ohio. We only needed a ride on January 17. We only contracted with you for a ride on January 17.
4. Many people travel. Local remedies such rebooking for another date is inadequate. This option is completely useless to people stranded at an airport, or people like us who live in another state.
5. You owe us a refund and, more importantly, I suggest you have an obligation to provide customer service on weekends and provide information to customers as to steps they can take if their flight arrival is changed or cancelled. In today's world airlines are often canceling flights. Your company must be prepared to respond to the needs of your customers every day you have accepted money for shuttle rides. Regards,
On the weekends our shuttle drivers are able to handle customer service needs. While our website showed that we were sold out, circumstances happen that not all seats would be occupied as passengers might have delayed flights such as that of [redacted] and her husband. Even if customer service was available to take calls on the weekends they would've been instructed to speak with the driver as we could not guarantee available seats on the next sold out trips. The driver would be able to determine at the end of the pickup time if there were seats available. If in fact they were unable to travel on one of our remaining shuttles that night and decided to travel by taxi, friend, etc., the tickets were still available to change to another date (within 24 hours after the missed reservation).
We apologize for this This issue was addressed and then we switched vendors for our direct mail advertising Apparently the address was kept in the shuffle We apologize for any inconvenience and will correct this issue immediately Thank you! [redacted] [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below When the shuttle driver left a voice message to say he would only wait another minute before departing O'Hare he did not include any communication in that phone message instructing us to call him or the possibility we might be acommodated on a later shuttle We received this voice message hours after it was sent - because we were flying Neither his voice message, your website or our confirmation emails provide any information what to do if your arrival is changed As for the option to book new tickets on another date we reside in Columbus Ohio We only needed a ride on January We only contracted with you for a ride on January Many people travel Local remedies such rebooking for another date is inadequate This option is completely useless to people stranded at an airport, or people like us who live in another state You owe us a refund and, more importantly, I suggest you have an obligation to provide customer service on weekends and provide information to customers as to steps they can take if their flight arrival is changed or cancelled In today's world airlines are often canceling flights Your company must be prepared to respond to the needs of your customers every day you have accepted money for shuttle rides Regards, [redacted]
RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Monday, February 1, 2016 “We are not available on the weekends.” – EAC policy If you accept payment for shuttle services on weekends, you must provide customer service on weekends to serve these customers. EAC’s policy not to be available on weekends while serving customers on weekends, means many passengers must be stranded at airports, as we were.. Furthermore, EAC’s policy sounds reasonable: passengers may board the next shuttle; however, this is only effective if the passenger can be informed that she has a seat on the next shuttle. On weekends, EAC does not respond to web or telephone inquiries from their customers even though they have customers phone numbers: While we were in flight from New York the EAC driver left a voice message that he was waiting for us but would leave if we were not there in 5 minutes. Of course, by the time we received this message, that shuttle was long gone. The driver clearly had not seen my early morning emails to EAC that our afternoon flight was cancelled. We were completely stranded: the EAC website that Sunday noted that the afternoon shuttles were Sold Out. And of course, no one responded to my emails asking if we had seats re-booked to one of these new shuttles. What I needed was a phone call or an email to affirm that we had two seats on any shuttle that day. What should concern the BBB and anyone interested in serving customers responsibility is that EAC considers their policy is generous, when in practice, by not having weekend customer service hours in the travel business means many EAC customers must face the same problem when their flights are changed. Leaving customer uniformed, and stranded, , is not a responsible way to operate a business. If you accept payment for shuttle services on weekends, you must provide customer service on weekends to serve these customers.Regards, [redacted]
Good afternoon,
Thank you for your email regarding the issues experienced with our service We received an email from *** to update her flight information on file The flight information is requested on our website only for building our schedule efficiently This information is
not used to track flights as flights are changed and delayed frequently If a passenger has a delayed or cancelled flight we have a generous policy allowing the passenger to board the next available shuttle at no additional cost In turn, because we held the two tickets for *** and her husband and they did not show, we could've essentially sold those tickets to other passengers but held them By looking on our website our daily shuttle times are listed The $change fee (administrative processing fee) allows our passengers to change their tickets to another date/time This is a very generous offer as most companies would forfeit the tickets and you would need to buy new tickets at full price We understand the frustration that she was trying to contact our service but we were not available on the weekend Other than during our peak travel weeks our office is closed on the weekends If in the event of an EAC delay we would contact our passengers on the weekends, however, general calling is not available Our tickets state that they are non-refundable but the change fee option is available. Please let us know if we may be of further assistance
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Monday, February 1, 2016
“We are not available on the weekends.” – EAC policy
If you accept payment for shuttle services on weekends, you must provide customer service on weekends to serve these customers.
EAC’s policy not to be available on weekends while serving customers on weekends, means many passengers must be stranded at airports, as we were..
Furthermore, EAC’s policy sounds reasonable: passengers may board the next shuttle; however, this is only effective if the passenger can be informed that she has a seat on the next shuttle.
On weekends, EAC does not respond to web or telephone inquiries from their customers even though they have customers phone numbers:
While we were in flight from New York the EAC driver left a voice message that he was waiting for us but would leave if we were not there in 5 minutes. Of course, by the time we received this message, that shuttle was long gone. The driver clearly had not seen my early morning emails to EAC that our afternoon flight was cancelled.
We were completely stranded: the EAC website that Sunday noted that the afternoon shuttles were Sold Out. And of course, no one responded to my emails asking if we had seats re-booked to one of these new shuttles. What I needed was a phone call or an email to affirm that we had two seats on any shuttle that day.
What should concern the Revdex.com and anyone interested in serving customers responsibility is that EAC considers their policy is generous, when in practice, by not having weekend customer service hours in the travel business means many EAC customers must face the same problem when their flights are changed. Leaving customer uniformed, and stranded, , is not a responsible way to operate a business. If you accept payment for shuttle services on weekends, you must provide customer service on weekends to serve these customers.Regards,[redacted]
Good afternoon, Mr. [redacted] the manager is trying to resolve this issue quickly as possible for you we tried emailing you and also calling you to figure out the best resolution, because there was an agreement before the start of the service and oil change. The complete engine flush was most definitely...
needed because of the low oil, dark mud sludge oil. For any comments and response back please feel free to call me at [redacted] cell. My name is [redacted].
We apologize for this. This issue was addressed and then we switched vendors for our direct mail advertising. Apparently the address was kept in the shuffle. We apologize for any inconvenience and will correct this issue immediately. Thank you![redacted]...
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11472723, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
There was no offer in this response to my complaint. They made it seem as if I was at fault when they refused to listen to exactly what I wanted. This is part of their routine because later someone told me they did it to her--giving you a fast talk about other services to boost your bill! I did not have the $350 they originally quoted me nor the next offer of $250 nor the final offer of $200--I just wanted my oil changed and the transmission fluid they had drained out of my car without my consent!
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
1. When the shuttle driver left a voice message to say he would only wait another minute before departing O'Hare he did not include any communication in that phone message instructing us to call him or the possibility we might be acommodated on a later shuttle. We received this voice message hours after it was sent - because we were flying.
2. Neither his voice message, your website or our confirmation emails provide any information what to do if your arrival is changed.
3. As for the option to book new tickets on another date we reside in Columbus Ohio. We only needed a ride on January 17. We only contracted with you for a ride on January 17.
4. Many people travel. Local remedies such rebooking for another date is inadequate. This option is completely useless to people stranded at an airport, or people like us who live in another state.
5. You owe us a refund and, more importantly, I suggest you have an obligation to provide customer service on weekends and provide information to customers as to steps they can take if their flight arrival is changed or cancelled. In today's world airlines are often canceling flights. Your company must be prepared to respond to the needs of your customers every day you have accepted money for shuttle rides. Regards,
[redacted]
On the weekends our shuttle drivers are able to handle customer service needs. While our website showed that we were sold out, circumstances happen that not all seats would be occupied as passengers might have delayed flights such as that of [redacted] and her husband. Even if customer service was available to take calls on the weekends they would've been instructed to speak with the driver as we could not guarantee available seats on the next sold out trips. The driver would be able to determine at the end of the pickup time if there were seats available. If in fact they were unable to travel on one of our remaining shuttles that night and decided to travel by taxi, friend, etc., the tickets were still available to change to another date (within 24 hours after the missed reservation).