This is a long read--the transcript of my formal complaint to Your Choice Senior Care, plus additional info, but I feel it is valuable if you are even considering this terrible company for anything. Caveat emptor!
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Bottom line up front: I am initiating this complaint here via your Web function; however, I will escalate and elevate it as high as necessary to get satisfactory resolution to this problem.
Background: I had surgery in Birmingham and was to be released into the care of one of your drivers for a 4-mile drive to the hotel I was staying at that night. I was medicated, but I recall this to be around 2:30 that afternoon. The surgeon's office arranged for the ride. Tiffany Miller was my driver. The surgeon's office also arranged for my return ride the next morning from the hotel back to my vehicle at the surgeon's office. Tiffany was again my driver.
Facts:
I was helped into Tiffany's car by a representative from the surgeon's office. Tiffany insisted that I sit in the front seat. I immediately noticed the smell of marijuana, but did not say anything. Tiffany wouldn't start driving until I paid her. She said she preferred CashApp and that it would be $133. I was medicated, but I had the wherewithal to ask her if that was the correct amount since the drive was only about 4 miles. She confirmed, saying that it was an unscheduled ride and that I hadn't completed any of your paperwork, even though I still don't know what that means. I also believe I recall her saying she was on her way home (getting off work?), so yes, to her the $133 was valid. I had no other choice but to pay her. She got me to the hotel safely. The next morning, the surgeon's office told me my ride was on its way and the ETA was 9:00 am. I checked out of my hotel around 8:45 and went outside to wait. At 9:01, Tiffany texted, saying, "Morning. This is Tiffany with Your Choice Senior Care. I'm on the way." At 9:02, I texted her, "It's 9 o'clock, so I anxiously await your arrival. I am standing outside in front of the hotel." She immediately reacted with a thumbs-up emoji. It was already a bit hot and humid outside, so I texted her at 9:05, "ETA was supposed to be 9 o'clock. What is your actual ETA?" She responded at 9:16, "I'm getting off the freeway. Whine scheduling you. I didn't think about another appt," none of which really made sense to me. She then said, "If you have another way that's fine/ Tiffany." (Again, I'm quoting her exactly from her messages.) I replied at 9:18, "I don't know what "whine scheduling you" means. No, I do not have any other way. You are my way. So, given what you just told me, what is your ETA?" She immediately replied, "If you would called and signed our service agreement. You would have signed our service agreement. You'd be in our schedule sir." I then replied, "[The surgeon's office] was supposed to take care of all of this. This will be just one more thing I complain to them about. It sounds like it might not be all your fault, but still. So, I asked a question again: What is your actual ETA?" She replied at 9:21, "No not at all. We have been dealing with them for well over a year. Patient sets it up. Again I said 10 mins ago I was getting off freeway!- e" I replied at 9:23, "Thank you for the details, but I am not from here. I'm from Prattville, Alabama. I don't know how close the freeway is to my hotel here. Sorry. I'll just see you when you get here. Thank you." She arrived at 9:27 and said, "Im here!- Tiffany"
The scene then repeated itself except for the rate (fee). I opened her car door & again immediately smelled marijuana. She insisted that I sit in the front seat. She was very curt (bordering on rude) and again insisted I pay her before she would drive. I did, but the rate this time (for the same 4-mile drive) was $25. She was reading/texting at different points in the short ride to the point that we barely made a yellow light after waiting a good while in the line of cars. I actually had to signal to her that the light was green and we needed to move. She delivered me back to the surgeon's office & that was that. Nothing else was said.
Questions (and I'll be polite and professional here):
Why on earth would a 4-mile ride cost me $133??? Why would the same trip a day later cost me only $25? Why did I have to sit in the front seat? Why would Tiffany use a car that smelled so obviously of marijuana for both trips? Why did she feel the need to be so unfriendly and unprofessional in her texts and in person? Why did she text so much while driving? Why was she 27 minutes late for the second trip? And the overarching, ultimate question: Why do you allow/tolerate/condone all this???
I trust this message speaks for itself; however, I'm available for any discussion you deem necessary at XXX-XXX-XXXX. Please remember that (a) I am the customer; (b) you are supposed to be a professional service that answers to someon read more
