ComplaintsforAbby Vans, Inc.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday March 3rd 2024 I had called ******************* to schedule a ride and in my city they own the cab company ************* they are Abby vans that own it and run it when I called to schedule a ride dispatch wanted to schedule me a ride to a place that closes at midnight but they wanted to set the ride to 12:20 when they obviously know the place closes at midnight I have been through this with them before they will do nothing about it they harass you they hang up on you and they make excuses of why they can't do it instead of actually calling their boss you can't even speak to a supervisor because they well refuse and ****** just file a complaint my wife and I have filed many many many complaints probably reaching into the twenties or 30s do the fact that we have been put on out of commission advantage means vans that aren't running that day when we've been scheduled our rights have been canceled for no reason we've also had it we're drivers forgot we were on the list or our ride wasn't scheduled at all and now tonight and a couple of weeks prior to this issue I had walked from my house to Burger King which is only maybe six blocks if that but it was freezing cold that night yes it's been warm since I haven't had that issue but that night it was freezing cold and I have asthma my wife had been walking the dog with me and we asked for a cab they refuse in the midst of me having an asthma attack because we had my dog who is also an emotional support animal certified by the state of ********* and now tonight on the 3rd of March **************************** to schedule a cab to go somewhere and I told them the place closes at midnight they said sorry we only have 12 20s I called at 9:00 there was 3 hours to go till midnight they would not move things around on their schedule they would not adjust it they would not try to do anything that they would yell at me going bye bye bye and hang up so I proceeded to call them way too many times which shouldn't have been done

  Business response

  03/15/2024

  Rides with the taxi in The ************* are first come, first serve.  When **************** called to request a ride for 12:00 a.m., the taxis were all full for that requested time and there was no availability until 12:20 a.m.  When offered the alternative ride time, **************** became upset and began threatening and harassing our staff.  They explained to him multiple times that the vehicles were full, and his requested time was not available.  They did offer to call him back if there was a cancellation.  He then proceeded to call the office over 100 times within a 2-hour time frame, tying up our phone lines and harassing our staff with inappropriate comments, derogatory names and hang-up calls.  At that point staff were instructed to answer the phone as normal, but if his behavior continued that they were to disconnect the call and to call the police, which they did end up doing.  The next day our Office Administrator did call **************** back as a follow-up and he was again very upset at which point he was informed that if his behavior was repeated at any time in the future, he would be suspended from utilizing the service.  A formal warning letter was sent to ****************, and the *************, and his Inclusa case worker were all copied on this as well.  If ******************** behavior is appropriate, he may continue to ride, but if it is not, he will be suspended from service.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 16th 2024 myself ********************* and my wife *********************** took a walk minute about a quarter mile from my house which which the direction we were going that would have been Burger King I had a asthma attack right before I got to Burger King and went into Burger King to call a cab yes we had my emotional support animal it's also my wife's emotional support animal which are doctors have both given us prescriptions for and ************* who is now owned by Abby vans refuse to schedule me a ride and the manager ******* who's on that night was very rude and refused to do it stating that the federal regulations and laws restrict emotional support animals from writing in public transit or rideshares or cabs or medical transport which is actually the opposite because they are also protected not as much as service animals but they're still protected and the fact that I was having an asthma attack which I'm still having lung problems sending this off on the same day was not okay to just say no I'm not going to schedule a ride when I very well could not walk home due to my asthma problem that is documented by my doctor I have three or four different inhalers due to this and my wife also has asthma also documented by her doctor when she has an inhaler for and the fact that I'm the one who had the asthma attack it could barely breathe and was having issues which I guarantee you can get the security cameras from Burger King inside and see me struggling to breathe our breathing very heavy but very short breaths because of my inability to breathe due to my lungs having such issues with asthma then they proceeded but I called back to try and schedule and my wife decided to walk home with my emotional support animal instead of putting up with the cab who has pretty much taken advantage of us disabled people my wife and I who are also vulnerable adults because we have guardians at this moment along with this the manager ******* also hung up on me and blocked my phone number

  Business response

  02/26/2024

  Effective January 1, 2024, Abby Vans **** was contracted to begin serving the ************* service. Abby Vans **** had no information that client(s) needed a comfort animal.  Client rode multiple times between January 1st and the 29th, and no trip was reserved for a comfort animal to ride along. On January 30th, client was reserved for a trip with a comfort animal and drivers employed with the previous provider and continuing with Abby Vans **** reported these riders did not have a comfort animal in the past and as far as they knew these riders did not need a comfort animal to ride along with them.  A call was placed to the rider, but the mailbox was "full" and no contact was possible.  On January 30th, Abby Vans **** contacted the listed insurance case worker to inquire if these riders needed a comfort animal to travel with them. The insurance case worker stated she had nothing on file that these riders required a comfort animal to travel with them. A restriction notation was added to these rider profiles stating Clientsdog is not to travel with them. No service animal certification.  The only pets allowed on the van are those small enough to be in a small kennels.
  
  On February 16th, these riders called for a transport home from Burger King and mentioned they had their comfort animal with them.  Abby Vans **** staff did repeat the restriction notation above and the riders became upset. Abby Vans **** staff remained adamant, not rude, that the comfort dog would not be allowed on the van. The rider called several times between 1940 and 2015 and as stated and about 2020 agreed that DG would walk the dog home and KG would be transported home under the ************* service with a pickup window between 2045 and 2115. KG was picked up and transported home at 2110.
  
  The riders' number was not blocked, but Abby Vans ****phone records do show a couple calls went unanswered.
  
  This notice stated the DG and KG have a doctor note that they needed a comfort animal to travel with them. Abby Vans **** contacted these riders on February 26th and requested a copy of this notice be sent to Abby Vans **** by email.  They agreed to do so.  They also mentioned that KG was to ride along on DGs trips as her attendant and not be charged separately. Abby Vans **** also requested their insurance case worker verify this information as there was no information on their profile that DG was disabled and required an attendant. Currently these riders are paying fares as "Adults". If their insurance provider verifies their status as Disabled this can be corrected for future days.  DG and KG understand until this information is received:
       1. They will not be allowed to have an animal transported along with them.
       2.  KG will be reserved for rides under his own name.
       3.  Once Abby Vans receives doctor note stating riders need a comfort animal, this will be approved            and added to their Abby Vans **** customer profile for future rides.
       4.  Once Abby Vans receives doctor note or insurance care workers note stating DG needs KG to              ride along has her attendant, this will be approved and added to their Abby Vans **** customer                profile for future rides.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct 17th 2023 ******** driver pushed me up a ramp while my motorized wheel chair was still in drive. ************ refused to acknowledge the damage or pay for repairs.

  Business response

  11/02/2023

  Abby Vans has reviewed the camera footage from the alleged complaint and found that nothing our driver did during this transport would have caused the mechanical issues that have been alleged.  We did contact the complainant and let her know of our findings.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩