Roanoke Airport Transportation Services, Inc.

Roanoke Airport Transportation Services [redacted] Toll Free: ###-###-####
Phone: ###-###-#### Fax: ###-###-#### Email: [redacted]
[redacted]
Good Afternoon,
With regard to the complaint lodged against us by the Revdex.com.  On...

 12/11/15,
Mrs. [redacted] called and wanted a last minute reservation to VT. The dispatcher,
[redacted] booked the reservation.  When the customer arrived at our counter to pay,
Our dispatcher confirmed with him that he was not student or faculty of VT. The
customer replied that he has used us several times in the past and his rate has
always been $66.00. According to the customer, the dispatcher had verbally
agreed to the $66.00.  Our dispatcher replied that price was not discussed
with his wife. The customer said that he was not paying the $81.00 fare and
shortly thereafter left our counter.
I called Mr. [redacted] this morning to get more details of the event.  Mr.
[redacted]'s side of the story mirrored ours .  I apologized for the
misunderstanding at our counter.  I also advised Mr. [redacted] that the fare he
was asked to pay was correct. I also stated that what we should have done was
honor the $66.00 fare with the understanding that moving forward, the rate will
be $81.00.
As a sign of customer goodwill, I offered Mr. [redacted] a complimentary ride
with us.
Thank you,
[redacted]
General Manager 
Roanoke Airport Transportation Services [redacted]

Review: An arrangement was made at one price. When I got to the counter, the person changed the rate to a much higher value. The rate is a verbal contract and as such they should have honored the original rate. My concern is how many people are they changing there fares on as they are taking the people to their destination.Desired Settlement: This company need to be held accountable for their actions. I am currently seeking to file a formal complaint with either or both the city and state.

Business

Response:

Roanoke Airport Transportation Services [redacted] Toll Free: ###-###-####

Phone: ###-###-#### Fax: ###-###-#### Email: [redacted]

Good Afternoon,

With regard to the complaint lodged against us by the Revdex.com. On 12/11/15,

Mrs. [redacted] called and wanted a last minute reservation to VT. The dispatcher,

[redacted] booked the reservation. When the customer arrived at our counter to pay,

Our dispatcher confirmed with him that he was not student or faculty of VT. The

customer replied that he has used us several times in the past and his rate has

always been $66.00. According to the customer, the dispatcher had verbally

agreed to the $66.00. Our dispatcher replied that price was not discussed

with his wife. The customer said that he was not paying the $81.00 fare and

shortly thereafter left our counter.

I called Mr. [redacted] this morning to get more details of the event. Mr.

[redacted]'s side of the story mirrored ours . I apologized for the

misunderstanding at our counter. I also advised Mr. [redacted] that the fare he

was asked to pay was correct. I also stated that what we should have done was

honor the $66.00 fare with the understanding that moving forward, the rate will

be $81.00.

As a sign of customer goodwill, I offered Mr. [redacted] a complimentary ride

with us.

Thank you,

General Manager

Roanoke Airport Transportation Services [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,