ComplaintsforzTrip

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I DON'T WANT THIS COMPLAINT TO WIND UP ONLINE, IT IS PRIVATE. I DO NOT HAVE AN EMAIL ADDRESS, PLEASE USE THE MAIL. I CAN'T FIGURE OUT IF THIS IS DISCRIMINATION OR WHAT! I RODE WITH YELLOW CAB, Z TRIP, NOW I'M TOLD THIS COMPANY IS OUT OF *************. THE PROBLEM IS I CAN'T GET A CAB, PERIOD. 5/13/24, I CALLED AT 11 AM FOR A CAB TO COME AT 2PM. I PLACED 13 CALLS TO ************, IT'S NOW 3:41 PM AND I STILL DO NOT HAVE A CAB. I WALKED OVER TO 1300 E.86th TO PICK UP MEDICINE FIRST, COULDN'T GET A CAB FROM THERE. THIS HAPPENED ON 4/30/24 WHERE I PLACED 13 CALLS TO ZTRIP. THAT'S WHEN I FOUND OUT THEY GO ALL OVER THE ****** I HAVE TO ASK STRANGERS FOR RIDES, I'M 74 AND AFTER RIDING WITH ZTRIP FROM 2010 I BELIEVE I DESERVE BETTER TREATMENT. WHO SHOULD I CONTACT SINCE I'VE COMPLAINED BEFORE ABOUT WAITING 2 HOURS FOR A CAB BUT OVERNIGHT? UNACCEPTABLE. IF I WAS GOING TO ********* DOWNTOWN MAYBE I'LL GET A CAB. THE MONEY I HAVE TO GIVE PEOPLE I SHOULD GET BACK. BEING STUCK AT A PHARMACY IS WRONG.

  Business response

  06/10/2024

  ***************,

  We tried to send several cabs to your location and the drivers were unable to reach you.  05/13 trip# ********, ordered for 14:00 at 14:05 the driver was on site and released because they could not reach you.  05/13 trip# ******** ordered at 14:29 at 15:00 we canceled the driver off the trip when in route because we were told you were not at the address any longer.  I do show another order was placed for you at the new address, but we did not pick you up.  Our drivers are independent contractors who get paid per trip not per hour after making 2 attempts to pick you up they most likely rejected your trip offers to avoid another no show.   

  zTrip has only been operating in Indianapolis since 2020 and we do not have a call center in *******, Tx.  We do have several locations around the *** and *******, Tx is one of our sister companies. However, your calls would have been directed to an IVR system and then to a centralized call center whose location is irrelevant, but is not in ******** 

  I am sorry you are unhappy with our services.   We are an on-demand taxi service, the time of day, the area, how busy we are etc. will determine the length of time it takes to get a taxi.  I would recommend that if you are not getting a taxi as fast as you like that you do not hop around to multiple addresses and have our drivers go on dry runs as this only decreases your chance of getting serviced.  If you need to change locations, please make sure you are calling to change the address first.  

  As far as the request for money to be returned, I see no reason to refund any money to you as your complaint was that you were not picked up, therefore you would not have paid any drivers. 

   

   

   

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