Complaints

• Initial Complaint

  01/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  BBB unable to locate business

  More info

  I emailed the company requesting a bid for non-emergency medical transportation following an outpatient procedure. After receiving the bid by email I received a recorded phone call during which my credit card was charged for a booking. However no email or text confirmation or instructions were received. The driver arrived at the appointed time but as I had had no record of the agreement I booked a ride with another company the previous not knowing whether ********** would even show up. Being double booked I sent Cambulance away on their arrival and asked for a refund. They refused to negotiate and stated they do not need to provide a booking confirmation unless it is specifically requested at the time and he card is charged

  Business response

  02/07/2024

  Response to BBB correspondence of January 19, **** bearing ID ********
  
  Our dispatcher on duty received a call from this client on 1/12/24 requesting a one-way sedan transport after his procedure on 1/19/24.The dispatcher noted all the details i.e. pick up and drop off locations and date/time of pickup and then specifically told him the booking is confirmed. In order to guarantee the ride he was asked for his credit card as this was his preferred form of payment. He was quoted a transport price of $98.88 which he guaranteed with his credit card. He was also informed of a $75 cancellation fee if the ride was cancelled within 24 hours of the pickup date/time.

  
  On 1/19/24 one of our drivers was dispatched in a sedan to pick up this client. Our driver waited for around 30 minutes then a nurse came out and confirmed they were bringing the patient out. After a while the client was brought out by someone else who said we were not the transport company they booked, it was another company and told our driver to leave. We are assuming the facility had also booked a ride for their patient thus resulting in a double booking. Our driver spoke with the client and our dispatch and said he had been told to leave by the client as someone else was going to pick him up.

  
  The dispatcher who originally spoke with the client on 1/12/24 then spoke with him and told him that our driver had in fact been waiting for some time before he was told the ride was apparently double-booked and so we would be charging him the $98.88 which was the agreed price at the time of confirmation and the ride was not cancelled till after our driver was on scene and waited to pick up the client. The client agreed to the same during this phone call. At no time had the client asked for a written confirmation of his booking and the fact that he gave us his credit card details on the 12th was a clear indication of the ride being confirmed and he in turn guaranteeing payment via his credit card. Clients may request a receipt after payment is processed if they want the same for their records and if requested this is emailed or mailed to them.

  
  This charge was correctly applied and with the full knowledge and acceptance of this client. 

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