ComplaintsforTap2ride
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Complaint Details
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Initial Complaint
11/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The employees were supposed to provide transportation for my elderly mother as instructed by the Encompass rehab liaison, ******, to arrive at 2:30 pm. However, they arrived at 2 pm. When they entered, the male employee walked into my mother's room unannounced and appeared unpleasant. He could only express 'ready' in English. My mother, who hadn't been discharged yet, had just undergone a knee replacement surgery and was still in her hospital gown with an IV connected.Upon their arrival, I greeted them, but the response was unfriendly, stating 'not ready.' I explained the situation, but after waiting for about 10 minutes, the female employee returned, asking again if my mother was ready. The nurses had to ask them to wait. Shortly after, the male employee rushed in again, asking if my mother was ready. When I inquired if he spoke English, he said no, while the female seemed to understand that my mother couldn't be rushed.Upon my mother's discharge, they brought in a wheeled bed and started moving her. The male employee aggressively removed the covers from my mother without asking about any personal belongings. They swiftly transported her downstairs to the van, passing other doctors with a smile. When the male opened the door, he rushed my mother in, strapped her, and drove aggressively to the rehab center.Furthermore, when I contacted the company to leave a message for a supervisor, the dispatcher, who refused to provide her name at the time, claimed to be aware of the issue due to my conversation with ******, the liaison for Encompass. However, the dispatcher continued to downplay my complaint, expressing disbelief despite my concerns. I left a message for the supervisor with the dispatcher on Sunday, 11/5/23, and today is Tuesday, with no response.Thankfully, my mother arrived safely, but the experience was very unpleasant. If I have contacted the wrong department to report this matter, please advise.Resolution: Retraining, Reprimand
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.