ComplaintsforAloha Transportation Services Inc.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  2-20-24 - Transportation to doctor ****** was facilitated by The Villas, and I was quoted a fee of $80-$90. This was from The Villas to ************************. I didn't think anything about it as I had also asked the Villa's Staff and they mentioned around $80.00 round trip. There was no extra duties as the carrier taking to doctor and waiting until done, as he dropped off and returned to pick up. He even told me that he needed to go to ********** to return a purchase. After the transportation, the carrier told me it was $120.00. I complained about the fee and he called his boss. His boss decided to go half way of the fee of $100.00. I was then told that if I charged my fee, there was a $10.00 fee and added taxes. This amounts and fees were not disclosed to me. I complained about the fee and told him that banks charge 2.5% fee, so why am I being charged $10.00. He said that that is was the bank told him. I feel that I didn't have a chance to get cash or a check by letting me know after the transportation was done. He took a picture of my credit card and stated that he was send me a text of the charge. He did not do this. I checked my credit card account today and it was charged against me for a total of $115.18 on 2-20-24. He did not disclose these additional charges for using a credit card. After checking, I found out that surcharges must be clearly posted and may not be more than 5% of the purchase price. This is a 10% fee. He also charged the tax on the surcharge. I feel that the cost of transportation and the added charges are deceptive and abusive. I would like to get my overage and extra charges refunded back.

  Business response

  03/06/2024

  This is in response to the complaint against Aloha Transportation Services for service rendered on February 20, 2024 for the complainants family member from the Villas to ************************.
  
  The client is correct that the service was facilitated by a staff member from The Villas. We have attached two screenshots of our interaction with The Villas staff for the service. The first picture dated February 18th provides the details of the service with the client name and route. The second picture dated February 19th to The Villas staff states a quote of $120 for the service. Standard language for credit card authorization fees are provided verbally via calls with The Villas staff and our expectation is that it be relayed to the client.
  
  We were not trying to deceive the clients family and actually made attempts to resolve the issue by meeting the client halfway on the price, hence our adjusted quote to $100. We contacted the Villas on where the $80 quote *** have come from and received no direct confirmation.
  
  For any administrative and credit card authorization fees we charge; we discussed our pricing with our bank after the complaint was filed and was reassured that the stated $10 fee based on the quoted price is legal and normal business practice for small companies in order to offset company costs. Additional taxes stemming from these fees are also legal. As stated earlier these fees were stated verbally to the facilitator and repeated to the customer after the service was completed. We will make efforts to ensure this is communicated to the customers in the future.
  
  We do apologize if the client feel that they didn't have the opportunity to pay in cash or check, so in a sign of good faith we will refund the clients family the administrative and credit card authorization fees and it's respective taxed amount for a total of $10.47. We will though leave the refund with The Villas staff, so that client will have an opportunity to provide any further questions to them.
  
  We here at Aloha Transportation Services strive to provide our community with the best service possible at reasonable prices and thank the client and family for their service and feedback.

  Customer response

  03/17/2024

   
  Complaint: 21325798
  
  I am rejecting this response because: the villas staff only told me $80-$90 for round trip.  Villas did not notify me, otherwise would have rejected. Why didn't the company notify me of this fee? I'm the customer.

  I would accept $90.00 as a fee with no additional fees.
  
  Sincerely,
  
  *******************

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