Initial Business Response /* (1000, 15, 2015/08/18) */
*SEE ATTACHED*
*** ***, Consultant
Revdex.com of Akron
RE: Case # *** -- *** ***
I was made aware of this situation as it transpiredThe situation was relayed to me as follows:
The customer called us
to inquire if our transport had room for a wheelchairWe responded that it did
Upon arriving to pick up the client, they were dismayed to find that our transport did not have a wheelchair lift, nor space for a wheelchair to ride with the customer in the wheelchair
This was a misunderstanding between us and the clientWe thought that the customer was asking to simply store the wheelchair--after they arrived to our transport in it--while riding in a bus seatHowever, the customer was requesting that we lift the chair into the transport with the customer still occupying the chair, then for the chair, including the customer, to ride in the transportWe do not even have a vehicle capable of this so this type of transportation was never clearly specifiedIf it had been, we would have declined the booking
Please feel free to give me a call if you would have any questions or concernsI also have the email conversation throughout the ordeal, if that is required
Thank you for your time
Ken B
Vice President of Operations
KMB Management Services Corporation
General Manager
Wooster Hospitality Transit System
Initial Consumer Rebuttal /* (3000, 17, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, this response is not accurateHe states that I, as the customer, called the company to inquireIf he has the email conversation, he would know that I emailed the company on May 27, and asked "if your shuttles are wheelchair accessible." According to Wikipedia, "Accessibility refers to the design of products, devices, services, or environments for people with disabilities."
If this was a miscommunication between me, as the customer, and the company, good customer service would have been for the company to have apologized for the miscommunication and the misunderstandingWhen I attempted to address this with the company after the event, they never once apologized, nor took ownership for the misunderstandingIn fact, they have chosen to ignore my attempts to contact themIt is appalling to me that the company does not have any wheelchair accessible vehicles and has not done anything to rectify this situation
Initial Business Response /* (1000, 15, 2015/08/18) */
*SEE ATTACHED*
*** ***, Consultant
Revdex.com of Akron
RE: Case # *** -- *** ***
I was made aware of this situation as it transpiredThe situation was relayed to me as follows:
The customer called us
to inquire if our transport had room for a wheelchairWe responded that it did
Upon arriving to pick up the client, they were dismayed to find that our transport did not have a wheelchair lift, nor space for a wheelchair to ride with the customer in the wheelchair
This was a misunderstanding between us and the clientWe thought that the customer was asking to simply store the wheelchair--after they arrived to our transport in it--while riding in a bus seatHowever, the customer was requesting that we lift the chair into the transport with the customer still occupying the chair, then for the chair, including the customer, to ride in the transportWe do not even have a vehicle capable of this so this type of transportation was never clearly specifiedIf it had been, we would have declined the booking
Please feel free to give me a call if you would have any questions or concernsI also have the email conversation throughout the ordeal, if that is required
Thank you for your time
Ken B
Vice President of Operations
KMB Management Services Corporation
General Manager
Wooster Hospitality Transit System
Initial Consumer Rebuttal /* (3000, 17, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, this response is not accurateHe states that I, as the customer, called the company to inquireIf he has the email conversation, he would know that I emailed the company on May 27, and asked "if your shuttles are wheelchair accessible." According to Wikipedia, "Accessibility refers to the design of products, devices, services, or environments for people with disabilities."
If this was a miscommunication between me, as the customer, and the company, good customer service would have been for the company to have apologized for the miscommunication and the misunderstandingWhen I attempted to address this with the company after the event, they never once apologized, nor took ownership for the misunderstandingIn fact, they have chosen to ignore my attempts to contact themIt is appalling to me that the company does not have any wheelchair accessible vehicles and has not done anything to rectify this situation