Bucks County Transport Inc complaints

The client gets a reminder sent to his mobile number on file the night before, as well as when we are on our way. Our driver pulled up to the location between the scheduled window that was given to the client. (The client and his girlfriend also travel together, so they both receive the same notification) When the client didnt come out for his ride, our dispatcher called him, and his girlfriend to notify them that the ride was there. Neither client answered so our dispatcher left a voicemail. Our driver waited 5 minutes before leaving. When Mr. Fiocca realized the bus had left, he did call our reservations department and spoke with our customer service representative demanding we bring the bus back and pick him and his girlfriend up. Unfortunately, we were unable to do so. We are a shared ride service, and we have other clients that need to get to appointments as well. Mr. Fiocca became extremely aggressive and irate with the CSR and was cursing at her. He did speak directly with the reservations manager, Ellen, who also tried to explain to him that he received reminders prior to his trip, as well as had a call from our dispatcher. Again, Mr. Fiocca began cursing and becoming extremely aggressive with the manager. Every time someone tried to speak with Mr. Fiocca to explain the situation, he became extremely verbally abusive to the staff. Mr. Fiocca also left a Google review for us as well that we responded to: Lou F 3 weeks agoNEW The so called bon existent manager n non existent customer service is ridiculous I call every morning for the driver arrival time n I'm told a time n it's never that time. I was told by the manager while I'm attending to my sick daughter I needed to be looking out the window for 30 mins until they arrive. Then was hung up on 3 different times while I asked to get another ride. That was the last day I am using this terrible ran business again n for the manager Ellen u are a liar and disgraceful human u will answer to ur maker Response from the owner3 weeks ago Thank you for taking the time to share your feedback. We sincerely apologize that your experience did not meet your expectations, and we appreciate the opportunity to address your concerns. We understand your frustration, and we hope your daughter is feeling better. Mr. Fiocca and his girlfriend have continued to use our services since the complaint. We do our best to accommodate all of our clients. Our CSR team explains in detail the arrival time with the client while scheduling their trip. Clients also have the availability to have an automated system call to inform them, the night before their scheduled trip, as well as when we are on our way of the arrival time. Our dispatchers call the client to notify them when the driver has arrived. The driver is required to wait 5 minutes, before contacting our dispatch notifying them that the client hasn't responded. BCT took every possible step to notify the client and his girlfriend that their ride was there and waiting. We apologize that we were unable to accommodate the request to have the driver go back, but we are a shared ride system, and we also have to accommodate other clients as well.

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We apologize that you were unhappy with our service the day of your scheduled trip. You were given a window of when the vehicle was going to arrive. Our dispatchers made every attempt to contact you and left a message notifying you that your ride was waiting for you outside of your residence. It is unfortunate that you were not able to get a ride using our services that day. We are a shared ride service and our drivers can only wait 5 minutes, which they did, before leaving. We can not turn the bus around because there are other clients that rely on our services as well that need to get to their appointments. Again, we apologize that you were unable to get to your appointment.

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