Reviews

Driver was fine. This is not about the driver. I scheduled a ride for 5am the night before. There were ************* to find a driver. They did not find a driver for me until 5:20,making me late for work. I chose a professional taxi company, because I thought they'd be more reliable than Uber. Went to bed with peace of mind, knowing I had my ride all set for the morning. We'll, might as well have gone with Uber after all, apparently

I am very sorry to hear the wait for your cab was so long. Unfortunately, cabs are public transportation and subject to the laws of supply and demand. The higher the demand for a cab the longer the wait time will be. Much like walking into a restaurant, some times you get a table right away and sometimes you wait an hour. Just like the restaurant owner, who has no control over how many people will walk in at any given time, we have no control over how many people will call for a cab in any given hour.

Absolutely unprofessional, unacceptable lack of punctuality. Either making me completely late for my appointments when i schedule hours in advance, or showing up ridiculously early when im not even close to being ready to go. Scam artist drivers ending the rides early for "fixed rates" so they can start fishing for more which throws off the wait times, i was wondering why it took 20 minutes for the 48 minute eta to start to go down, he still had another passenger in his car! The after ending the ride with me in it, tilts the camera up and starts smoking. Whatever system that is in place to coordinate all the rides and drivers needs to be restructured badly as nothing in place right now is working. How are you justifying making people 30 minutes late for their life saving drs appointments. I dont want excuses, i want something done to fix the issues.

I am sorry to hear that you were unhappy with our services. As you well know as a daily passenger, cab service is public transportation subject to supply and demand, when demand is high the wait times go up. If you are calling for a cab from out of town, as I see you frequently do, you need to add the amount of time it will take a vehicle to driver there as there will not be a vehicle in your area.

Unsafe, unreliable, inconvenient, and apathetic but the ONLY transportation company offered through J&FS for my elderly and sick father to get to dialysis. Unsafe: asking a person who uses a walker to step onto an unsecured step stool to get up into a van or stand on a lift to be lifted into a van. Unreliable:has been mixed up with another individual who has the same name but different birthdays and addresses multiple times so either they show up when he doesn’t need a ride or they don’t show up when he does. Inconvenient: besides the inconvenience of scheduling errors they get my father to his dialysis appointment an hour early so he has to be at his already long appointment an extra hour and sit in the uncomfortable lobby chairs for an hour. Apathetic: He has used this service 4 months and he and I have both made phone calls to correct these things but all you are given is the run around and excuses. It’s infuriating that no one has the knowledge or wherewithal to correct any of these problems. We would never ever CHOOSE this company for transport.

We are sorry to hear about the issues you and your father feel that you have experienced with our transportation service. We know we’re transporting “special cargo” every time your father (and each one of our other clients) enters our vehicles. 
With respect to your specific concerns.

The use of step stools and lifts, along with the assistance of a trained NEMT driver attendant, are acceptable means across the NEMT industry, of assisting individuals with mobility challenges into vehicles that are otherwise too tall to navigate on their own. When you made your displeasure known and asked that we transport him in a sedan, we accommodated your request with the caveat that it may impact our on-time performance. 

Over the course of the last two months, we’ve transported your father 21 times.  We have been on time 18 times, and late 4 times (by an average of 6 minutes). A pretty fair track record given your “sedan only” request.

We are aware of the incident in which one of our customer service representatives cancelled your father’s trip instead of one for an individual who shares the same name as your father.  We apologized when the mistake was pointed out and worked with our CSR to prevent future issues.  Our apologies to you again.    

Hard to address your “apathetic” comment as it is an opinion to which you are entitled.  It is however the first time I’ve heard it used with respect to our NEMT division.  The division is one of 7 NEMTAC accredited companies nationwide.  As an ANSI Accredited Standards Developer (ASD), NEMTAC standards represent industry best practices to ensure consistently high-quality customer care, safe vehicle operations, and ethical business practices. Obtaining NEMTAC accreditation distinguishes an organization and signifies to its customers and stakeholders that they have met or exceed the NEMT industry standards of excellence. The Black & White folks who transport your father are the ones responsible for our accreditation.  To a person they are caring, compassionate individuals who work tirelessly to ensure your father has a safe, reliable, convenient, and courteous experience.  As they do with everyone they transport

I give them ZERO stars. They told me, over the phone, I could pay with my credit card. When the driver picked me up and we were on our way, I asked for a round trip. She said, yes, but it would be double. I said, ok. She then said it would be CASH only. I told her what I was told over the phone and she refused my card and dropped me off where we were. I have a documented heart and lung condition and I'm on disability. The driver's name is Mirtala. I will NEVER use, or recommend Black and White to anyone, EVER!!!!!!!!!!!

I want to apologize for your experience. Agree that it was not the best. Our vehicles are equipped with cameras, so I was able to watch the events unfold. The taxi operator, who is relatively new, made a couple of mistakes during your interaction with her. First, she should have asked for your credit card as soon as you entered the vehicle and processed the transaction for your trip. We require upfront payment to try and prevent folks from skipping out on paying their fare – a common occurrence. But she didn’t. While enroute, when you asked the taxi operator if she’d provide you with a wait and return, she eventually agreed but, as you indicate, told you it would have to be paid in the form of cash. You made it quite clear you wanted to use your card. To accommodate you, the operator should have suggested that you call and book a return while still on the way to your destination. You could have used your card to secure the trip. And, because the taxi that brought you there would have been “on location”, it would have been assigned to provide the trip, essentially giving you the wait and return you were requesting. But she didn’t, and things went downhill from there. You told the driver, using very explicit language, that she was to take you home. She responded that you could exit the vehicle right where it was, due to your tone and language. You said that you wouldn’t pay, she said fine, and you got out. I apologize again for your experience and certainly wish things had gone differently. We’ve asked the taxi owner to provide remedial training for the driver so she’ll be better prepared to handle a situation like this in the future.

Why is it you call and schedule a cab for pickup at a certain time hours ahead of that request time and still have to wait hours after your requested pick up time. I take it your company doesn't care about their customers who take the time to schedule it ahead of time to respect them enough to find you a cab

Mr. **********, Please accept our apologies for your troubles with our service. We try our best to be on time but it as simple as supply and demand. If we have more trips than vehicles some clients will wait. If we have inclement weather it will slow us down too. It has nothing to do with respect. Please call *** at ************, she will help us make this right for you. Thank you for your understanding we truly appreciate your business.