ComplaintsforPremier Car Service

• Initial Complaint

  25/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The driver arrived promptly, I had to get the garage door opened from inside the home, i got the folded stroller and wheeled it out on the two back wheels and brought out to ***, to put in the car. He asked if he could help with more luggage, is told him there was only 1 small suitcase, which my son brought out to him and passed for him to put in the car. My daughter in law was putting the baby in the car seat (she had travelled her on her from Alberta), *** helped her with the car seat, i ran in and got her phone she forgot. Have no idea when *** decided to take another piece of a stroller from the garage that was still open, it was not requested for him to do so, it belonged to the people whos home we were at. No one saw him do this, at the airport my daughter in law ***ls to say they have this extra seat, she had to meet aplane and was on her own, so what could we do but agree to have the seat brought back to us. *** charged my visa for the return $132.98.

  Business response

  10/01/2023

  
  
  
  
  RE: Complaint to BBB from ***** ******* in regards to reservation number 18239.
  
  
  
  
  The customer booked online using our website and signed a CUSTOMER WAIVER form in which they agreed specifi***ly to our policies: “By booking with Premier Car Service you agree to our terms and conditions of service which are in full detail at:  and signed this agreement.
  
  Our policies state specifi***ly: “Premier Car Service does not assume any responsibility whatsoever for lost or damaged baggage, property, personal belongings, or any items placed in or left in the vehicle. If you leave any belongings or luggage in the car and the driver must return to drop off your belongings, or the driver must return to a destination to retrieve or drop off any items – there will be an additional fee added to the reservation which is a minimum of $35 or the kilometre rate for the distance travelled.”
  
  
  “Your reservation itinerary  charges are intended to serve as an estimate for requested services only, ***culated based on information provided at time of booking. Final charges reflect actual usage and any deviation from requested service. 
  Reservations made under 24 hours will incur short notice fees that increase as the time to service pickup time decreases. 
  Other additional fees include:
  Wait Time (excluding hourly service)
  Additional stops (excluding hourly service)
  Additional mileage
  Parking Fees, tolls
  
  
  SEE PDF FILE ATTACHED: “18239 - ***** ******* Customer Waiver”
  
  
  The customer was sent a reservation confirmation with further emphasized policies on luggage and items in the car which again state: “If you leave any belongings or luggage in the car and the driver must return to drop off your belongings, there will be an additional fee added to the reservation which is a minimum of $35 plus the additional kilometre rate of the vehicle if the driver has to travel over 10 kilometres.”
  
  
  SEE PDF FILE ATTACHED: “18239 - Reservation Confirmation”
  
  
  STATEMENT OF DRIVER:
  
  
  Commenced the ***l and was on the way to pickup client at 6:33PM.
  7:02 PM arrived at the pickup address of **** ******** ********** ***** **********
  
  
  In short time a female came out who was carrying items to a car.  I offered to assist her.
  She stated the passenger was inside and was on the way out and to take the stroller from the garage.  She opened the garage and pointed at the stroller. The stroller appeared to be a two piece item; both items were black, it was dark and the garage lighting was insufficient to really see any details of the items.  
  
  
  The items were put into the cargo space of the SUV as instructed.
  
  
  A short time later the passenger and her child came out and another man who put a small suitcase inside the SUV on top off the stroller pieces.
  
  
  Customer was logged in the vehicle and on the way to airport at 7:09PM.
  
  
  When we reached the airport the passenger stated that one of the items was not hers.  She ***led someone at the residence and told them she had a stroller item.  The two talked about leaving the item at the airport for retrieval or sending it back with me.   The passenger asked me how much it costs.  I said it would be the same flat rate back to the address and it could be charged to the card.  The two talked and they agreed to send the stroller back with the driver.
  
  
  Stroller was dropped off at residence.
  
  
  The next day the customer text messaged the driver and it was explained to the customer what had happened and that we were only following direction.
  
  
  SEE PDF FILE ATTACHED: “+* ***** ******** *ext Message Conversation”
  
  
  Point to make is that the customer is adamant in saying “it was folded and i lifted the front single wheel and pushed the two back wheels out to him”.  - this describes the piece of stroller that the driver had to return to the residence. 
  
  
  After reading the complaint the customers recollection of facts are wrong, specifi***ly:
  
  
  “i got the folded stroller and wheeled it out on the two back wheels and brought out to ***”
  She did not wheel anything as the stroller was folded and was lying on the floor of the garage at the entrance and she pointed towards the stroller.  
  
  
  “which my son brought out to him and passed for him to put in the car.”
  he actually initially placed the luggage the car and driver then repositioned it.  So he placed it on the stroller items.
  
  
  “Have no idea when *** decided to take another piece of a stroller from the garage that was still open, it was not requested for him to do so, it belonged to the people whos home we were at.”
  
  
  The item was retrieved immediately after she pointed at it and said that is going.  She then turned around and walked into the house so she did not see me put it in the vehicle but that is when it was placed.  When she directed me to.
  
  
  Also to note: this back and forth text messaging with the driver was occurring Dec 25th, 8:46 AM.
  
  
  
  
  CONCLUSION
  
  
  The Terms and Conditions of Service were clear, clearly identified and clearly conveyed to the customer who signed a waiver.
  The driver was not in the capacity to “make a mistake” and take items that were not supposed to be taken because he was only following the directions of the customer, nor is it is responsibility or job to recognize what stroller parts fit together or do not.
  It is not normal practice nor do we ever take anything we are not supposed to take that is not ready to be loaded into a vehicle without direction from the customer.
  Passenger did not verify luggage; not the drivers fault.
  The driver had the right to refuse the return.
  The passenger conferred with the person on the phone and conveyed how it would be charged and agreed to send the stroller back to the address.
  The driver is not at fault as he was only following direction in the performance of his duties.
  The policies are clear on the responsibility for payment with this type of circumstance.
  
  
  Trip time is 40 minutes; 45.4 km in one direction.
  Upon the customer request the driver had to drive an additional 40 minutes; 45.4 km doubling the cost of service. 
  
  
  
  

  Customer response

  11/01/2023

   I am rejecting this response because:
  
   I picked up my daughter in law from the airport placed the stroller into my car, When arriving at the house I place the stroller just inside the garage.  When the driver arrived i opened the garage door and rolled this stroller out to him on the two back wheels, my son saw me pass it  to him.   i was very aware which stroller was to be taken, I  would never ask him to take another stroller, it was his error or did he do it  on purpose to charge  us for the return.  *** did not speak  to me to appove it was okay to put on my visa for the return. He is at fault for taking something he shouldn’t have. See picture of  the stroller in question folded up, as was passed to him. He did ask me if he could help with any more luggage and i responded no there was only  one more piece that my son as he said brought out. 

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