Complaints

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear BBB,I am writing to file a formal complaint against Swoop Transportation, specifically regarding their services on September 1st, 2024. I had contracted their services for a total of 4 hours of transportation for my VIP customers, but the experience was extremely disappointing and unprofessional.Firstly, the driver arrived an hour and a half late to the event, causing significant delays and frustration for my guests. Despite multiple attempts to contact the owner, ******, I was met with rude and dismissive responses. He offered no solutions and, shockingly, instructed the driver to leave after only one hour of servicefar less than the two hours deposit paid & agreed upon in our contract.When I expressed my frustration, ********************* up on me, which I found to be entirely unprofessional. He called me back almost two hours after the services were supposed to start, but by then, the damage was done. Throughout this process, ****** failed to provide any point of contact for the day of the event, but was quick to take my deposit.This situation left my VIP customers waiting and disappointed, and I did not receive the services I paid for. I kindly request your assistance in resolving this issue, as I feel that Swoop Transportation has breached our contract and failed to provide the level of service promised.Thank you for your attention to this matter.

  Business response

  09/09/2024

  Its very hard to assist a customer who calls an establishment cussing and yelling instead of speaking in a sense or tone that gets a problem solved.
  

  Our driver was late, in which I reached out to provide a solution. Even though the invoice wasnt paid in full and this event was finalized a day or two before. No invoice paid in full before the trip started but we still decided to work with you.

  During the call I was met with anger, which I expected, and disrespect. After numerous attempts trying to calm ***** down and speak to her to ask what can we do to provide a solution we continued to deal with 5-10 minutes immature responses instead of respecting another human being. Once she continued to make threats, we proceeded with allowing her to speak to the dial tone.

  Miss ***** called back and decided to be respectful this time. She asked for a refund but our contract says something similar to refunds are an option if the invoice is PAID IN FULL. We offered her 2 extra hours of bus service for half off and she denied that option, while our driver was still servicing her event. She then tried to flaunt that she made a deal with my driver and do some under the table deal AFTER she demanded him to go certain destinations. She wanted extra hours for free but I told her thats not an option for us as we already had to scramble since her invoice was paid in full before the due date and time.
  

  In conclusion, Miss ***** denied every option and told us she had another bus service arriving and didnt need us anymore so we left the event after already servicing her for 2+ hours. She at the least received her moneys worth.

  Her event didnt turn out how she expected and it seemed as if she was trying to get money from us to make up for her loss. We were very kind to her and took accountability we just did not take disrespect, as no business should. 
  

  Customers are right until they start treating us wrong and disrespecting people who provide a service for them. Weve never had an issue like this before and if you check our reviews, youd realize as well.

  Customer response

  09/10/2024

  Complaint: 22261024
  
  I have reviewed the business' response and am rejecting it because:
  

   ******,
  I am writing to address your recent claim that you offered a "viable" or "acceptable" solution during our interaction on 9/1. To say that is completely absurd. Not only were you disrespectful, but your driver also argued with my customers in front of a place of business, which is highly unprofessional. I had to personally intervene and pull the driver aside to calm him down before even having to deal with you.
  Yes, I was upset, and I think any reasonable person would be after waiting hours for a response from a business owner who displayed negligence in every aspect of this situation. Your lack of communication, the drivers late arrival, and your refusal to take any accountability for the disruption caused left me with no choice but to escalate this matter.
  I didnt want to take this route, but the way you conduct business is unacceptable. Your contractors were late, rude, and failed to provide the service promised. You, as the owner, took no responsibility, and I feel that its important to make others aware of your poor business practices.
  Sincerely,
  
  *********************

  Customer response

  09/10/2024

  It took nearly two hours after the scheduled start of services for you to finally call me back, which is unacceptable. After all of this, you even went on my partners social media, claiming I was unorganized and unprofessional, which is completely untrue. I have clear receipts showing the route, deposit, and time of services as agreedbut there was no driver on time to fulfill what was promised.
  Your contractors were late, rude, and you took no responsibility. I didnt want to take this route, but your conduct and business practices leave me no choice.

  Business response

  09/10/2024

  We politely shared our story on your businesss social media AFTER you took to our page, attacking every post. That statement alone draws us away from wanting to continue this conversation for the third time on the second website. To receive a refund, you have to have paid the full amount and deposits are non refundable which is stated in the contract that you had to agree to in order to make a deposit. We still serviced you for more than the value of the deposit and also already gave you a discounted amount off of the full price, in which you asked for, when booking us. We took accountability for the driver being late and tried to accommodate. The more we tend to this refund request, the more it takes away from our current customers at hand. We are no longer are interested in your services or concerns no matter how many websites you attack us on. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩