Complaints

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• Initial Complaint

  Date:05/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my dissatisfaction and to make a formal complaint against the taxi broker Smile Transportation. My trip on May 17, 2023 was scheduled with ****** and brokered to Smile Transportation. My complaints to Smile, were met with rude, dismissive, unconcerned, and unprofessional staff. On May 17, 2023 I was in a Smile car going to my ************** *****************, ***********************************************. When we hit a lot of traffic. I could see the drivers GPS on his mounted cell phone. It directed him to make a right, which he ignored * twice. I said, ***, I am going to be late to my class, can you please make the next right to avoid this traffic? The driver began speaking very loud, in an aggressive manner, in his native dialect. He continued this for several minutes, never once following his GPS. He then smirked. I got to my class late.In front of the ************** I saw member *************************, she called out to my driver, Excuse me, are you my ************* driver? The Smile driver responded, NO, I AM NOT ************* DRIVER, THIS IS A CAR FOR NIGGERS! The driver smirked, entered his car and drove away.I spoke to ***** with ****** the same day, who took my complaint against Smile driver.A conversation with Smile is not enough, this will happen again. This driver should be temporarily suspended, and mandated to take a Senior Citizen/Disabled Persons sensitivity class, and a Cultural Diversity sensitivity class. And not allowed to work until he has completed both and his course completion is verified by ******, not just verified by Smile. Any subsequent complaints made, he should be terminated. I have also reported this driver to TLC. SR# ************.Investigation info:Broker: Smile Transportation *********************************************************************** ************** Smile Car #: ** Drivers Name: **** TLC License #: ******** Witness: ************************* ************** ******: ************ ******* Dir * **** Thank you,*************************

  Customer Answer

  Date: 06/18/2023

  At this time, I have been contacted directly by Smile Transportation Group Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  I don't feel the driver involved received any reprimand at all. I believe Smile had the driver sign a document stating he completed Senior Citizen, and Persons with Disabilities sensitivity trainings, when I don't believe did.

  Smile contacted me a few days after I made the complaint to them stating the driver completed these trainings. The driver missed no time off from work.

  How did Smile find, schedule,  and have the driver complete two separate trainings in just a few days?? 

  I do not belive this driver had any consequences for his unacceptable behavior, which I feel will empower him to repeat his unacceptable, unprofessional, derogatory actions.

  I am not satisfied with this outcome from Smile Transportation. 

  Sincerely,

  *************************