Yellow Cab Co. of Sacramento

Business states that they do apologize for the unfortunate experience of this customerBusiness has gone and invested in a new mobile digital dispatch system that will hopefully avoid these types of issues in the futureThe business takes customer service issues very seriously and appreciates the
customer taking their time to express their concerns

I am rejecting this response because: the information and response which the business provided does not address the issue at hand. The issue is a matter of accountability. If the company agrees to accept a phone call and tells the person requesting a taxi that the taxi will be there within 15-20 minutes, then the company should be accountable for the taxi BEING there within that time period or slightly after. However, the company does not seem to indicate that they understand this. It is fine if the company is unable to meet the request of the customer and send a taxi to certain areas, but then this should be clearly told to the customer so the customer is not left stranded in unfamiliar areas. This new mobile dispatching system is presumably going to "resolve these issues in the future". What is this new feature? What will it help the company do? How will it resolve the issue at hand (which is one of accountability)? And what is the time frame in which this will be implemented? If the company truly takes customer issues seriously and works to resolve the issues, I would like a full report from the company about the actions they are taking to resolve this issue with answers to my above questions. Otherwise, the company has simply offered "pretty words" to a customer who has taken time to report a clear gap in the company's services.

Review: I am a young professional in town for a residency interview at the UC Davis Medical Center on 2/9 at 8 am. On 2/8, I called [redacted] to reserve a cab from [redacted] to the medical center (10 minute drive) at 7:10 am on 2/9. No cab arrived so I called the company at [redacted] and the calls kept getting routed to a different cab company. After wasting precious time the morning of my interview, I finally reached the company and the lady on the phone informed me that a reservation was never made! I was furious, but rather than argue I requested her to send another cab and I was willing to pay whatever extra amount necessary because I NEED to get to my interview. She said a cab would arrive in 10-15 minutes (approx 7:25 am). I asked if she could CONFIRM that a cab would come, and she said "no, it's up to the driver whether he feels like coming to get you or not". THIS IS ABSOLUTELY RIDICULOUS. A cab company which customers cannot rely on whether the cab will arrive or not!? What type of business is this? So the cab comes if he/she feels like coming? That's absurd! Any customer that calls this company is putting their faith in the company providing service so the customer may get to their destination. Everyone is busy, no one can afford to have their cab just "not show up", ESPECIALLY AFTER MAKING A RESERVATION! Needless to say this second cab also DID NOT show up and I was freaking out because I needed to be at my interview by 8 am! After finding another way to get to my interview, I noticed later in the day that the company had called me at 8:23 am, presumably because a cab finally showed up and was waiting for me. I ordered the second cab at ~7:10 am! Having to wait an hour to get my cab when the lady on the phone said 10-15 minutes is completely unacceptable. This company needs to be held accountable. If running a cab service, you cannot simply "not provide a cab" for a customer who is relying on you to get to his destination!Desired Settlement: I want this company to change its policies and provide a guarantee that cabs will arrive at the requested time. It should not be up to the cab driver if he/she feels like coming to get the customer. If a customer lives in a 'less traveled' area, then the cab driver may not feel like going to get the customer. But this hurts customer who put his faith in the company, especially ones who are out of town and do not know what to do in that situation. Cab companies should be held accountable.

Business

Response:

Business states that they do apologize for the unfortunate experience of this customer. Business has gone and invested in a new mobile digital dispatch system that will hopefully avoid these types of issues in the future. The business takes customer service issues very seriously and appreciates the customer taking their time to express their concerns.

Consumer

Response:

I am rejecting this response because: the information and response which the business provided does not address the issue at hand. The issue is a matter of accountability. If the company agrees to accept a phone call and tells the person requesting a taxi that the taxi will be there within 15-20 minutes, then the company should be accountable for the taxi BEING there within that time period or slightly after. However, the company does not seem to indicate that they understand this. It is fine if the company is unable to meet the request of the customer and send a taxi to certain areas, but then this should be clearly told to the customer so the customer is not left stranded in unfamiliar areas. This new mobile dispatching system is presumably going to "resolve these issues in the future". What is this new feature? What will it help the company do? How will it resolve the issue at hand (which is one of accountability)? And what is the time frame in which this will be implemented? If the company truly takes customer issues seriously and works to resolve the issues, I would like a full report from the company about the actions they are taking to resolve this issue with answers to my above questions. Otherwise, the company has simply offered "pretty words" to a customer who has taken time to report a clear gap in the company's services.

Review: Yellow cab taxi sent driver 245 to pick me and my family up. I told them I had a dog and he said ok when he picked us up he started to complain about the dog hair.after we got to our hotel he got out and started yelling and cusing at me saying I ruind his car because of dog hair. The manager of my hotel came out and said she got a noise complain and said if she got another one we will be kicked out.the cost of the taxi came out to be 7.60 and I gave him a 10 and he just stuck it in drive and left without giving me my change back. Ive been calling since Friday to talk to the driver supervisor and still havent got a call back. Its now tuesday and I called agian and they said that the supervisor is the only person I can talk to do to this matter. I explained to them that hes not answering any of my calls or calling me back. I left 2 messages saying I needed to talk to him and nothing. Then the lady hung up on me.Desired Settlement: I want the full fair of the taxi ride back because I dont think its right to steal money.

Consumer

Response:

Consumer states that the business has contacted him directly and provided him financial reimbursement along with a note of apology. Consumer would like to state that the main reason for the complaint was with the dissatisfaction with the services provided by the actual employee of the business and not the business as a whole.