Reviews

On 8/22/2023 I retained their services to bring me to my Drs.appointment. I had previously used their services on 6/1/2023, and had a pleasurable ride and experience! This time, it was quite a different story. I responded to the "survey" (they e-mailed with the copy of receipt) that requested me to explain why I was not too satisfied with my trip. I said it felt like there might be a suspension problem or something, because every acceleration, braking, lane change, etc, felt like I was going to be thrown from my seat! There was also a loud banging sound when we accelerated on the expressway, that was quite concerning to me! I asked the driver what that banging noise was, and he said: "Thats been happening for quite a while now, I thought it was the muffler clanging back and forth, but it wasn't! We've had it looked at a few times" That is his exact quote. Somehow that gave me little comfort! I kept my comments in my response to a minimum, I did not say that I had to have a death grip on the wheelchair with my left hand, while my right hand was palm up on the roof, to keep me from being tossed back and forth while on the expressway! I did not imply, or express my desire to get my money refunded! I merely responded to there queue about the quality of my experience. Well, I received an email at 7;30 pm. on 8/23/2023, that read as follows: I'm sorry to hear about your negative experience today *********(It was the previous day) The *** you rode in today is actually 5 years newer than the one you rode in previously (I'm thinking WHAT?) I will refund your money today and encourage you to try another company in the future. The email was not signed, so that I have no idea who I should ask for if I call by phone! Two things bother me about their response. (1) There was no acknowledgement of my concern about the safety of the ***: (2) Their banning me from using their services in the future! I don't know if this is even legal for a publicly owned company.

I felt the first communication from the this customer was very harsh and it was submitted through my credit card processing company.  He could have asked the driver to contact me or he could have called our office, but instead he used the credit card company to communicate his complaints. 

We brought our largest available wheelchair, free of charge, for him to use.  The loud noises are caused by wind and only present at higher speeds.  The van is safe, on top of that we are required to have it inspected for the state annually.  Routinely, if it needs new brakes, we replace them, if it needs new tires, we replace them, if a headlight goes out we replace it, if it is leaking oil, we repair it, if the windshield cracks, we replace it.  I have records for all these maintenance issues.

After reading his review, and as the owner of this business, I felt the best thing to do was to refund him his money and encourage him to find a new transportation company.