Complaints

• Initial Complaint

  12/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I tried to get a job at black and white transportation and I was told but the head of office that I was cleared. They gave me paperwork to take to the safety building And I had to pay 70 dollars for it. When I called to let them know I was done with everything they asked me for another person called and told me I didnt qualify because in **** if you have a drivers license you have to have insurance. I told them I dont have a car so I dont have insurance. They told me by law I had to have it to show responsibility. If that was the case, I would not be given a drivers license or able to renew my drivers license so I believe they lied to me.

  

  Business response

  12/13/2024

  The business responded by saying that they screen their applicates and advise them they need a vehicle and car insurance to work there.  Sometimes an applicate slips by the screening. Insurance is required to work as an independent contractor which all drivers for Black and White are independent contractors. These requirements are placed on them by the government, they are not Black and White's requirements.  The $70 was charged by the City and for a background check. This money can't be refunded. 

• Initial Complaint

  12/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Nov 25, 2024 I called Black & White Transportation at 4:10pm and spoke with ***, booking two rides: Ride 1 was to be picked up at 4:15am on Sunday, Dec 1st at a south Toledo residence, to be driven to the Toledo train station. Ride 2 was to be picked up at the train station at 11:55pm on Monday, Dec 2nd and driven to the same south Toledo residence. *** took both bookings and the conversation ended without any mention that it might be difficult to secure a driver for either trip. Shortly after hanging up, I received 2 texts, confirming each individual trip. At 3:00pm on Sat, Nov 30, I received another text, confirming the booking of Ride 1, and another text was received on Sun, Dec 1, also confirming that I had booked Ride 1. None of these texts included any mention that it may be difficult to secure a driver for this trip. At 3:48am on Sun, Dec 1, I called Black & White to confirm a driver would soon be arriving, and the man answering the phone said they were "searching for a driver". I clarified that this meant that a driver was not yet assigned to this Ride, and the man said, Yes, that was the case. I told him that I had received a total of 3 texts confirming the booking I had made over the phone (not online). The man then said that B&WT operated on a "service on demand" system, that drivers were not recruited or assigned until they received a request for a ride. I asked if a driver had been found yet, and was told, "No". I reminded him that the destination was the train station, and I clearly needed to catch a train at a specific time, and couldn't wait until a driver could be found - if one could even BE found. I stated that this was unacceptable, and told him to forget this Ride as well as the second Ride that had been booked. There is no mention on their website of this "service on demand" policy, yet the website claims "24/7 Service" - clearly false advertising. That "24/7" notation is false and deceptive, and needs to be removed from the website.

  

  Business response

  12/10/2024

   Ms. *****
  
  I understand your disappointment in your booking to the train station, please allow me to apologize on the company's behalf..  When a ride is scheduled, it goes into our dispatching system, the system (computer) puts the ride on the board, (a list of available rides the drivers can see)  15 minutes before the desired pick-up time.  The drivers who are closest to you at that time will accept your ride.  I see that you cancelled your booking 26 min before the desired pick-up time.  You were told by our dispatcher no driver had been assigned, because it was still to early to see who was going to be closet to you when the time came.   My apologies that the dispatcher did not explain this to you, I will see if additional train is need in this area.  
  Thank you for letting me know the web site was not helpful.  I am reviewing what we have on the website to see if some changes should be made to make it more helpful.
  
  

• Initial Complaint

  01/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm just curious as to why I was charged a fixed rate for a ride when no where on your website does it state there are fixed rates for rides, the information I found on your website mentions a metered rate where its charged by mile and time my ride was 9.8 miles and took 11 minutes with the drop gate of 2.00 and the per mile fee of 23 cents every 10th of a mile I calculated my fare at about 4.25 and if you add in wait time for a total of about 5 mins altogether for additional 2 dollars that would bring my total to approximately 6.25 give our take since I'm not exactly sure on how long the cab was waiting at stop lights even though there shouldnt have been no waiting because I asked him to take the expressway because it was quicker and he flat out told me no. So I was charged 36.42 and some change for a ride that should have been about 7 dollars or so, so I would really like an explanation for this you can email me back at ******************** or you can call me at ********** and leave a message I eagerly await a response.

  

  Business response

  01/25/2024

  ******,  so sorry for the confusion on your ride.  Thank you for pointing out that the web site needs to be updated, I have alerted out IT department to get that taken care of..  All of our cash and credit rides require up front payment, and there for are fix rated.  
  I see that you placed your booking on our app. the app gives you the fixed rate for the ride, then you selected confirm, so you knew at that time what the price will be.  As far as the route the driver took, the estemated milage for the trip  when you requested the ride, and the actual milage were  the same.    Since the trips are fixed rated up front and prepaid, the incentive for the driver is always to take the shortest route.   Again,  sorry for the confusion.

  Customer response

  01/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: it is highly deceptive practices to advertise one thing and then do another, I believe that falls under the guise of false advertising. I understand the fixed rate thing you explained but doesn't that go against Toledo Municipal Code Part Seven, Title Three, Chapter 781 I can see where within the code it was last updated on April 26,2022 no where does it state anything about fixed rates. 

  
  Sincerely,
  
  ****** * ***** **

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The gentleman ordered a cab to go to an essential doctor appointment. The cab did not show up until 1 1/2 hours later, thus causing him to lose his appointment.

  

  Business response

  08/22/2023

  I am very sorry to hear that your experience was less than ideal with Black and White Transportation cab service this time.  I see that you have ridden with us 9 times this month and the average wait time for those 9 rides was less than 15 minutes.   We provide public transportation, and as such we are subject to supply and demand.  At times when demand is high the wait time increases. We usually recomend you book at least an hour in advance of your apointment time to alot for high demand.  I see that you always book an asap ride, perhaps if you call for your ride at least an hour before your apointment, missing your apointment would be less likely.

  Customer response

  08/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: There are certain times you are on time and others you are not making me late to appointments. My pick up was for 8:30 and they keep looking for someone and they show up at 9:15. My appoint was at 9:15. So I asked them if they will wait for me so I can reschedule my appointment. They stated no and I will have to call back and order another cab. 
  
  Sincerely,
  
  **** **********

  

  Business response

  08/28/2023

  As I stated in my first response, this is a public transportation service subject to supply and demand. As you stated there are times we are on time, and times we are late, that is the nature of supply and demand.  We  sugest you always book at minimum of one hour ahead of your apointment time, in case we are running late.  I apologize for this inconvience, unfortunatly asking the driver to wait at the office is not that simple, Drivers may wait up to 10 minutes on a scheduled wait and return. Your trip was not booked as a wait and return so the driver did not have the order to return you.   He could have instructed you to orde rthe return when he dropped you off,  but if it took you longer than 10 minutes, he still would have been sent on to another order, leaving you to call once again for your return. 

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Consumer has ordered cab service on 3 seperate occasions. (24 hrs in advance) Co. did not show or call. Consumer missed Dr. appointments

  

  Business response

  01/05/2023

  The customer in question had 10 bookings with us from Dec 1 to present, 4 of these rides were completed. 
  On Dec 1 the customer reqested a ride to Corner dental. 24 hour in advance, shortly there after he called back to cancel his ride, and the return ride.  Call recording is attached. 
  Also on Dec.1 the customer competed two rides to and from another medical facility. 
  On Dec 13 the customer called to sechedule transportation to a medical facility,  the address he requested was not approved by his transportation provider.  The call taker explained to him he would need to contact his provider to get permission for us to transport him to the address. His transportation provider pays for the ride, if we transport him to an unapproved address,  B&W will not get paid for the ride, permission was not granted, by the provider. 
  On Dec 20, a ride and the return rides were completed. 
  On Jan 3 cutomer reqested to go to Meijer, and then cancelled the ride 20 min after his scheduled pick up time, he was unhappy he had to wait. Call recording also attached.

• Initial Complaint

  09/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I use to receive services from this establishment for JFS (Job & Family Services) purposes. A cab driver falsely reported that I had "shop lifted" from a destination I was taken to by said establishment. I did not shop lift from this place nor was I even questioned by police. It was a different woman entirely! Black and white transportation then terminated my services immediately with JFS. I contacted JFS and spoke with Ms. ****** about the incident. She informed me that Black and White would have to contact her to resume services. I then contacted *** at Black and White administration department and gave her Ms. ******'s phone number and also explained the situation to her. She said she would call Ms. ****** after I repeatedly had to tell her that she would need to contact Ms. ******. This phone calling has now taken almost 2 months and I still do not have transportation services resumed. I contacted *** on 9/1/2022 and she stated she still had no resolution for me. This is unacceptable! I have used Black and White for JFS services since January 2022. I have never had a problem with my transportation services, was never a problematic rider and was actually a very satisfied customer until all of this. I have 13 doctors, surgeries scheduled and a multitude of health issues. I do not have anymore time to waste on a cab drivers mistaken case of identity nor do I have time for administration to lag on such a crucial and time sensitive situation. Please help me to resolve this as quickly as possible. I thank you for your time and attention to this important matter. I've also included Ms. ******'s and ***'s phone numbers as follows: Ms. ******: Job & Family Services ***** ********. ***: Black and White Transportation ***** *********

  

  Business response

  10/04/2022

  On July 20, cab 20 reported that when attmepting to pick up his passenger *** *****, from Walmart on Navarre Ave. The passenger came out in a hurry with security inpersuit. She got into the cab, but the cab driver refused to move.  Security removed her from the cab and the cab left.  As the cab was exiting parking lot, he was stopped by police, he told police he left the passenger with security, and they sent him on his way.
  This is the job booking from our icabbi system:
  ******* ********* **** ******* ******* ******* ***** ***** **** ******* ******* ******* ***** **** *** ***** *** *************
  Ms ****** name is on this ride, it show no additional passenger, it was scheduled to take her to her home address, If she feels some one else was using her JFS account, for this fare, she would need to work that out with JFS
  
  Attached is the shift report from dispatcher working at the time of the incident.  A note was sent to JFS concerning the incident and her transportation priviledges were terminated.  
  It was terminated by JFS with B&W.  The JFS portal is showing Ms******  has bennefit thru Jan 2023, she would have at least one altenate transportation company at her disposal, who ever she choose when she signed up for bennefits.

  Customer response

  10/06/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  This report is in deed false. I NEVER was pursued by security, there was no "security" and I NEVER set foot inside the cab. I did speak to the cab driver and told him that at the time, I did not know what was happening and that he could leave so his time with other passengers could go on. I did report that I had a passenger when I ordered my cab. My passenger was the one stopped by security and IMMEDIATELY was let go as she was not shop lifting either. A pack of hotdogs had not been scanned properly. It was just human error. There were no charges nor is there a police report that indicates that either one of us was shop lifting. Please feel free to look into the police report which is free on line. You will not see my name on it.

  This is completely absurd and unacceptable! This is not JFS's problem. All Joy needs to.do is call them to reinstate my services so that I can make it to my medical appts. I have 13 doctors and many appts. I don't have time to be wasted over what should have been taken care of by a simple phone call months ago!
  Sincerely,
  
  *** *****

*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. ↩