ComplaintsforHappy Face Transportation

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I hired Happy Face Ambulette to transport my elderly mother who is wheelchaired bound ,from an assisted living facility to her doctor's ********* minutes away) to remove a cast(time sensitive). I called HFT 24 hrs. ahead and paid by credit card($250 roundtrip). The reservation was for a 2:30pm pickup to arrive at the doctor's ****** by 3:45. This would allow time for loading the wheelchair, securing it and then transporting. The day of the appointment came . After waiting a short period after the ambulette was suppose to arrive I called the ambulette ****** at 2:46pm. I was told they had made a mistake and booked the appointment for another day. The gentleman apologized and said the ambulette would arrive in 20 minutes. It is 14 miles from HFT, ************* to the assisted living facility. That did not happen. I called the doctor's ****** to let them know we were going to be late. They informed me that if we weren't there within a reasonable time they would have to reschedule my mom's appointment since they close at 5:00. After calling Happy Face three more times(3:16pm, 3:32pm and 3:46 pm) I was told the ambulette was on it's way each time. The ambulette arrived at 4:10!over an hour and a half late The driver did not have the address or directions to the doctor's ******! I had to lead the way to the appointment. The ambulette arrived at the doctor's ****** at 4:45. The doctor treated my mother.The amount of stress and frustration this caused was uncalled for. My mother was visibly upset. I have called Happy Face Transportation a few times and spoke to ****, the manager, and requested monetary compensation of 50%. She said she would not do that and the best offer she could do would be 25% off the next trip! This is unacceptable since I will NOT be using this irresponsible company again. She was so rude. Her staff made the mistake and I feel they should refund a good portion of the cost. This is the right thing for the business to do. Thank you

  Customer response

  05/12/2023

  At this time, I have been contacted directly by Happy Face Transportation regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here] 

  On Sunday, May 7th I received a call from Garrus (Happy Face Transportation billing person) at 3:25 PM.  He called to inform me that the bill of $240 has not been paid.  I let him know that it was being disputed.  I requested an invoice/statement from the date in question- 3/21/2023.   Garrus told me I would hear back from the owner/manager ****. Today is 5/12/23.  I have not heard back from Happy Face Transportation and have not received an invoice/statement of the disputed bill.  If this company does not respond to you, what is the next step?

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *************************

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