Complaints

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Three different dates.School funded I did not spend money on my end, but the school did.First event occurred 8/15/24.Everdriven committed to picking up my son *****, from school and dropping him off home safely. Both at specific designated times.As well as letting me know if there is an issue with the trip.On Thursday 8/15/24 I received a text from Everdriven claiming the driver would not arrive until 3:47pm, but the school and designated pick up time is 2:50-3pm.I called Everdriven and the agent gave me the drivers personal cell phone number to try to resolve the problem. This did not.Second was on the next day Friday 08/16/2024 I received no call or text from Everdriven.I assumed my son had been picked up. I called the school at 3:35 asking if he was picked up and the office said nope hes in here. No phone call or text Last one Tuesday the 20th of this month no PU at all and once again no phone call or text

  Business response

  09/10/2024

  I appreciate you bringing this concern to our attention as your student's safety is our number one priority.   I have reviewed the dates in question and can provide some additional insight on what created some of the gap in communication on 8/15 along with the failure to pick up the student on 8/16 and 8/20. 

  8/15/24 A driver was dispatched to pick up ***** at 239pm.  The driver had some traffic delays which resulted in the driver picking up the student at 323p, 23 minutes later than the planned pick up time.   This was communicated to the parent at 3/23pm at the time they had called to advise us to cancel the trip as she was on her way to pick up her student because the school advised that he had not yet been picked up.  The EverDriven agent advised that he would not be able to provide a direct number to the driver for these situations, but he was able to reach the driver and advise him that the parent was on their way home. (The screenshot for the application notification shows that the parent unsubscribed for any future texts at this time)

  8/16/24 The transportation for this day shows cancelled.  The trip is showing cancelled through the application available to the parent.  EverDriven did not receive a call from the parent regarding transportation this day.

  8/20/24 There was no transportation scheduled for this day for this student nor did we hear from the parent regarding the student's transportation.

  8/26/24 EverDriven received a call from the parent advising that she had asked for transportation for her student to be cancelled the week prior and she was made aware that a driver from EverDriven had picked up her student.  The EverDriven agentw as able to contact the driver to determine that the student had been picked up and advised that the parent would be arriving shortly to the home.  The parent advised that she had requested to cancel transportation with the school district the week prior and was told it had been cancelled.  She asked the EverDriven agent to please cancel today going forward.    Upon review of our systems, we had not received a request from the school district or the parent to cancel transportation which would be required in order to cancel the transportation for the school year.  The EverDriven agent was able to cancel.

  EverDriven is committed to striving for timely communication on any transportation delays that may impact our ability to arrive or drop off our students on time.  The parent (VIP) application is one of our key tools to keep parents connected along with our customer service team who is responsible for monitoring and communicating directly with the driver on any barriers. 

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