Arrow Transportation

Review: Originally contacted the company in order to get a car to pick up from our home to go to the NYC sea port. The quoted price on the phone after explaining it was 4 passengers and luggage was about $113. When arriving at the location the company then asked us to sign for a charge of $182. We noted we disputed that charge on the area to sign. Later on the bill the company charged us $231.16 on the credit card which we have also disputed. The company also charged us on a separate card $65 just to have them drop off an iPad that was accidentally left in one of the vehicles. The entire time the company was rude and combative and unprofessional. The person picking up the iPad was consistently told they were doing us a favor returning the merchandise and forced this person to go up and down 41 flights of stairs multiple times since they kept noting they were close to drop off when they were not. The company was consistently unprofessional and rude and as a result we feel we are unable to pay any money towards the services.Desired Settlement: We would like a full refund on both the $231.16 and the other separate charge of approximately $65 in order to return the iPad.

Business

Response:

Our client, The [redacted] family took SUV [redacted] on July [redacted] 2014, was given estimate price as per our policy, was agreeable and then disputed price at the end of the trip as well as left an iPad in vehicle.

As per our reservation confirmation, the prices listed in the initial confirmation are ESTIMATES and are NOT the final charges reflected on the final bill and receipt, both of which they received and can review for accuracy. Client argued that the prices on our website (which is what [redacted] used as reference for the initial trip, NOT what was given to him on the phone when placing the reservation) which is what he was expecting to pay. The prices on our website state that the prices therein are only for Sedan services. SUV reservations are specialty vehicles that are warrant to their own (higher) price points, separate from our Sedan prices, and are fully calculated at the end of the trip within our accounting department as per our pricing policy in our rate book, as well as cited in our reservation confirmations ( *Terms and Conditions #3 ). This is also reflected in the ride receipt as well as our rate book as our policy for these reservations.

The next day [redacted] on behalf of the family, called our offices to affirm that an iPad was left in the vehicle and that it would be able to be returned to them at their request. We confirmed that we had the item in the driver’s possession and were able to get it back in [redacted]’s possession promptly. Initially we asked how [redacted] would like to proceed and [redacted] asked if the driver could drop it off to [redacted] at her place of employment in the city, we told her that it would be possible, but that it would be an additional cost (as per our standard return policy). [redacted] did not seem pleased to be charged to have the iPad dropped off to her, and as such we suggested that [redacted] could come to our offices to retrieve the iPad at her convenience. [redacted] became abrasive claiming we are “too far” from her home, and [redacted] would not drive 45 minutes to obtain the iPad, that it was an “inconvenience”.

Begrudgingly [redacted] again asked the price for the iPad to be returned to her job which we provided her and explained the policy (that it was a $12.00 charge for a package return, as well as an additional charge for a driver to be dispatched from our base in Long Island City to her office in Midtown). At this point [redacted] became verbally abusive with our staff, used incendiary language and was overall demeaning, however [redacted] agreed to the price we provided for the iPad's return, that afternoon. It should be noted that Arrow Transportation does NOT add surcharges for same day delivery. We have the conversation of the return agreement in our recorded phone lines to further support our counter claim against [redacted] & family.

To this end we also never told [redacted] that we were doing her a favor by facilitating the return of the iPad as per [redacted]’s request. As stated earlier, it is our policy to return all items left in our vehicles promptly. We communicated with [redacted] via two separate operators that the driver was en route and [redacted] would be notified upon his arrival so that [redacted] could retrieve the iPad. It should be noted that initially the driver informed us he was On Location, we were unaware that he was at the base and not on location in Midtown and we called [redacted] to relay that to her, and then immediately called back to rectify the error, and at NO point after this, prior to the driver being in front of her office was [redacted] told to go downstairs and was suggested that [redacted] stay in her office until we had the driver only a few blocks away; we do this as we can track our drivers to see where they are, and would at no point ask a client to w ait in the street knowing that the driver was still not in the vicinity of the pickup/drop-off location. We were mindful to keep updates with [redacted] every 15/20 minutes as [redacted] stated that [redacted] would be soon on lunch. At this point [redacted] became again enraged, rude and using expletive laden language with our staff demanding that the driver be there and that [redacted] “was not going to go up and down 41 flights of stairs” as it is “ridiculous to do so every time we call her”.

We then received a call a few days later from Joseph [redacted], who became abrasive with one of the staff in regard to not making payment for the rides taken in an almost gloating manner, and laughing on the phone that they should not be charged and would not be paying for the services rendered during the trip from their home in Hempstead NY, to Manhattan, as well as the return of the iPad, and that he would definitely be filing non-payment with his bank as well as lodging a complaint with the Revdex.com because we “deserved it for running a business like this”.

Arrow Transportation and staff followed all of its policy and procedures in regard to both the pickup of the [redacted] family as well as the facilitation of the return of the iPad that was left in the vehicle. As our recordings will show, our staff was professional, thorough and courteous with the client, and not the unprofessional, rude or combative company that is being painted in their complaint.

Upon further inspection of the reservation, our Accounting department became aware of previous rides taken by the [redacted] family in August of 2013 which we have on record, of the same caliber, of which had NO incidents or complaints filed on them but had been refunded in full, reservations that should be noted, were the same type as the one that this complaint was lodged against us for. With further inspection it is our belief that the client has a history of non-payment by means of falsifying a situation in attempt to support non-payment for services rendered without fault or incident actually being done to them to warrant non-payment.

We are able to provide past reservations as well as refunded amounts, as well as any recordings connected with this specific incident to further support a counterclaim that there was no unprofessionalism conducted on Arrow Transportations behalf. And as such we dispute the [redacted] family claim that unprofessionalism is an acceptable means of non-payment for services that were completed at their request with their permission and agreement.

This all being stated, we are unable to further remedy this situation. There are no further actions that we can take on our part to resolve this situation as we see it with circumstances as they are, and the evidence that we have on recorded phone lines and within our accounting system. Arrow Transportation provided a service to the client, and then a secondary service to the client as per their request and sees no reason as to why we should not be paid for services rendered, therefore will be pursuing payment from this client.