Complaints

• Initial Complaint

  21/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  February 11/2023 I called GTA cab company to get a quote for my husband from *********** to Toronto Airport. They quoted me $99.00. I called my husband to give him the number. He called and the man encouraged him to book online and that it would be easier to just pick him up at his mom's home in the country near ***** ****** After talking to my husband I booked a cab online Pickup Address: **** ** *** *** ***** ****** Drop Address: Toronto Pearson International Airport ****** ****** **** ****** ***********, ON, Canada Date of Pickup: 2023-02-13 Time of Pickup: 03 30 PM Number of Passenger: 1 Type of Vehicle: Type Of Vehicle WIFI vehicle: yes Trip type: One Way Payment Type: Cash They sent me back an email with a price of $170 which I paid by e transfer Then they sent me another email saying they could not bring up the address in ****** maps. I called them back and said they would need to call my husband for directions as I could not pin them a location as I was not there. He assured me they would contact my husband the night before. Early in the morning on Feb 13 my husband called me saying he had not heard from anyone and that he called them. The man that answered said he had no booking under that name, address or reference number so then I called at 6:52 am and talked to the man for 3.5 minutes and he told me the same. I said I have a reference # and everything he said there is no booking and at that point I said if there is a cab cancel it and we will make other arrangements as we need to make sure my husband gets to the airport. He also said i would be refunded. He said someone would call me at 10:30.... no one called me. I reached out to have my money refunded and the guy I talked to the first time refused. Saying my husband's cab was never canceled and always booked and yet the other guys said no. I have reached out many times to get a name or number of another person but he has yet to give me a refund or another contact to resolve this issue. **** *******

  Business response

  04/05/2023

  As advised this customer had a prescheduled trip to the airport that was prepaid. Customer booked online and was also given a confirmation email.
  
  Customer had called in few hours prior to pick up to try to cancel the trip because thry claimed they spoke to our dispatch team and was told they did not have a booking. Customer was advised on the phone and by email there booking was confirmed and scheduled.l multiple times including the day of.
  
  Customer was notified there is no refund at this point as it is a scheduled call and driver was already assigned. Our driver was dispatched and waited and no one came out.
  
  Customer that booked and traveller (husband)  both called in and demanded a refund and tried to intimidate our staff that they had relatives that were apart of the *** and guaranteed action will be taken even after they were notified there booking is confirmed and had been dispatched. 
  

  
  

  Customer response

  04/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The part about the *** was said but not in that context. ********* *** *** ****** *** ****** **** *** ****** ****** ** *****

  I reject because it is unfair. How did you find the pick up location as you emailed me the day before say to send you a pin because the address did not come up (i have this email)...also I am sure someone would have seen you at location....**** ********* ** * ***

  There is no phone record for you calling my husband when you were supposedly at pick up point....***

  I have phone records of calling multiples times 7 hours prior to pick up. *********** is only a half hour.

  Where is the person who both my husband and i talked to in the morning who told us  there was no record of a booking?

  This is about principle. I have not slandered your social media or anything. What you are doing is wrong. Even if i did cancel....which i didnt. Seven hours notice should be plenty for at least a partial refund. 
  
  Sincerely,
  
  ******* *******

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