I had an ambulance transfer arranged from one hospital to another at 4:00 PM for an MRI, which was supposed to take about an hour. The staff who organized the transfer didn't clarify the pickup time, as they indicated it was a drop-off and wait situation. Upon arrival, the pickup was timely, and the staff was pleasant, but the ride was extremely uncomfortable due to the poor condition of the vehicle. I have a serious back injury, and the bumpy ride aggravated my condition.
When I arrived at the second hospital, I was informed that my pickup was scheduled for 5:30 PM, which I confirmed. However, when I finished my appointment and returned to the reception at 5:30 PM, there was no ambulance in sight. After waiting 20 minutes and making several phone calls, I finally reached a representative who informed me that a taxi would take 40 minutes, pushing my wait time to 6:30 PM. This was unacceptable, as they claimed to guarantee pickups within two hours, yet it was clear that their timing was off.
After much frustration and wasted time, I managed to contact the service again around 7:30 PM, only to be told that my long wait was not their fault. They seemed to imply that if customers organized themselves better, there wouldn't be issues. In the end, my partner came to pick me up. The service failed at multiple levels, except for the few kind staff members trying to manage the chaos.
It's baffling that, with a large contract, they don't have real-time tracking for their vehicles. Why is there such disorganization in their scheduling? Why was I misinformed about the pickup time? The online booking system also allowed me to arrange a trip that they clearly couldn't fulfill. It's evident why this service has a poor reputation; many users share the same frustrations. They won't improve until they acknowledge their shortcomings and take action.
Claim your business profile now and gain access to all features and respond to customer reviews.
