ComplaintsforSchu-Tran LLC
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Complaint Details
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Initial Complaint
07/03/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I use ***************** cab service for medical rides. On June 24, 2024 they messed up my ride scheduling and blamed me for the mistake.They arbitrarily decided to cut me off from service and I was therefore unable to make medical appointments.I learned from the Medica supervisor of ride scheduling that my rides were booked as will call, meaning that I was to call when I was ready for my return ride from physical therapy appointments, But, ***************** ignored this and made up pick up times for the rides without notifying me of the changed plan. When I was not ready for the rides because I was not notified properly of the changes they made, they blamed me for the cancellation and cut me off from their service. They are the only cab service that is available in my region, so I would like to be reinstated in their service.They also ignored another set of plans for rides to two doctors in ***********. I don't know if they made the mistake or if the person booking the ride for the insurance company made the mistake, but ******* the ***************** dispatcher blamed me and unilaterally cut me off from the service. I believe there are policies and laws pertaining to whether or how this kind of cut off can take place.Business response
07/13/2024
We call to confirm appointments and the times that we need to pick up each client. We do this the day before their appointments and if they are on Monday, they are called on Friday., This helps us accommodate all the transports we have on our schedule. We really try hard not to have people late to any appointments. We had let the member know of the needed pick up time. The driver sat in her driveway waiting from 21 minutes This is way to long. This becomes very stressful on our drivers and office staff. It is so time consuming trying to rearrange every ones schedule because of instances like this. We have had this happen often with this person.
About an email: Unfortunately, we were never given her emal.
The approx. length of time of an appointment is needed, It helps us get people picked up, without making them wait for hours and hours for a return transport.
Many other people let us know the approximate amount of time that they need before their return transport. For instance 4-6 hours and a will call. They will stay in contact with us to let us know.
We were just taking a break for a couple of months. This was determined by all office staff after we had all discussed this. There is not just one person doing this
Our company strives to be a great company that takes consideration of all people.
All we need is good communication. It goes a long way.
Initial Complaint
06/14/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
June 14 2023 pick up from appointment was scheduled for **** and I was not picked up til ************************************************************************************************************** up cause they booked to many appointments close together and accepted rides when they don't have enough driversBusiness response
06/28/2023
I followed up with this client today, to inform her that we do not have a driver in her area. Our driver that was in her area has been on leave.
We had a little discussion about her needing to getting picked up immediately after she is done with any appointments.
I understood her need and told her that I would let her insurance company know that we were unavailable for her transports.
Thank You.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.