ComplaintsforSchu-Tran LLC

• Initial Complaint

  07/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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.

  Customer response

  08/12/2024

  Hello, I had contacted you about the cab company ***************** that provides medical rides for me and that refused to continue service. They replied to the complaint that they would reopen service, but ***************** has not notified me about when they will reopen service.

  I"m legally blind and can only read emails when I have help, so the case was closed before I could respond. The week of the 23rd of July I was in the hospital with a broken arm. I was not able to type for quite a while after that.

  Please help me clarify with ***************** that they will open service again and do it promptly. I have explained that they were making incorrect assumptions and blaming me for mistakes that were not my fault. Also, they should have a clear policy about when and why they cut people off and they should notify people with a warning if they are on the edge of being cut off.

  They have my email and can communicate with me by email, if they are willing to do that. I would find that helpful.

   

  ************ I do not text.

  Thank you,

  
  

• Initial Complaint

  06/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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 drivers

  Business 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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