Marple Website Community Calendar
Archive => Archived Boards => Local Issues => Topic started by: CTCREP on July 07, 2016, 09:46:28 AM
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In January this year we prebooked with a local taxi firm to be collected from the Airport after a holiday. I won't go into all the details but after several phone calls from the Airport to the office and a variety of excuses on their part we were eventually collected over 1 hour later by an alternative taxi company whose driver said we should claim a refund from the local taxi firm.
I attempted to go to the office, which at the time according to their Web Site was in Hawk Green but in fact was just off Green Lane in Romiley. and had a far from satisfactory discussion with the receptionist who basically just wanted to send me away.
I contacted the company via email and was promised a refund but it never appeared. After several more emails with no satisfactory result eventually I decided to contact Stockport MBC Taxi Licensing Office. There was no immediate result, I suspect because of a change in office personelle, however now after re-raising the problem and 6 months from the start I have just received the refund.
Although I note others have had problems with the local taxi firm there have also been similar stories about other companies. I suggest if you do have problems then take them to the Licensing Authority who in this instance is saying they will keep an eye on the local taxi firm.
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I have used this local taxi firm on many occasions over many years; business and pleasure, and found them to be reliable, clean, communicative and competitive. Better than other companies who also ply their trade between Marple and the Airport (and elsewhere) and I have no problems recommending them. I also have never had to prepay for a collection so I'm surprised you had to. Maybe your experience was a one off, with a particular driver?
However I note your recommendation to contact the Taxi Licencing Authority, I wouldn't have thought of that - not that a 6 month wait for a £21 refund sounds like it was worth the effort.
RH
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Hello Phil
You say:- However I note your recommendation to contact the Taxi Licencing Authority, I wouldn't have thought of that - not that a 6 month wait for a £21 refund sounds like it was worth the effort.
It was not the refund, but the fact that the reception I received at the Office was so objectionable, and the apparent intention not to make the refund that made me decide to pursue the matter. Surely an apology and an immediate refund is the least any customer should expect.
Waiting over an hour for a pre-booked Taxi is not acceptable. It is not the first time I have had to wait an unnecessarily long time for a taxi, not always by this taxi firm, although this is by far the longest wait, and I report it in order to make others aware that you can take matters further.
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I have used this local taxi firm on many occasions over many years; business and pleasure, and found them to be reliable, clean, communicative and competitive. Better than other companies who also ply their trade between Marple and the Airport (and elsewhere) and I have no problems recommending them. I also have never had to prepay for a collection so I'm surprised you had to. Maybe your experience was a one off, with a particular driver?
However I note your recommendation to contact the Taxi Licencing Authority, I wouldn't have thought of that - not that a 6 month wait for a £21 refund sounds like it was worth the effort.
RH
I have all so used this local taxi firm a lot mostly for hospital and clinic at Marple not once have i been let down with them or i consider over charged .no hesitation in recommending to anyone .
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I don't think this website should be used for the purpose of blackening the names of local businesses who can't fight back, about a one off situation and under the cloak of anonymity. If you are going to be malicious to a specific named business CTCREP, at least post your name and address.
It must be an impossible task to run a taxi company and execute every single pick - up on time. Something is bound to go wrong sometime and I suspect the local taxi firm are nor perfect. For my part, like the other posters, I have used this local taxi firm on many occasions and on the vast majority of them (with two exceptions) I have found them to be reliable, polite and good at what they do. I prefer to dwell on that and not on the two exceptions and I have no hesitation in recommending them.
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My report was certainly not malicious, it was factual. The incident could have been dealt with with a polite apology and a small refund, instead I was treated to a belligerent response and had to involve the Licensing authority to get a refund, but still no apology.
Of course it is difficult to run a company but a poiite response costs nothing and honouring their commitments cost little more. When everything works OK it is fine, but how many other people have been left waiting by taxis unnecessarily. I bring this to the attention of readers of this web site to show what you can do if you are dissatisfied with a taxi service. What other way can the message be spread?
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If it wasn't sourced in malice, then why did you choose to name the taxi company?
You could have achieved all your 'claimed' aims by referring to ..."a taxi company."
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In addition to which, the taxi company can't respond on this website, because they don't know who you are.
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We've used this local taxi firm on numerous occasions and always been fully satisfied. They were punctual and offer great value. If it was a busy time of day or night then the operator set the expectation around arrival time. Drivers are patient and don't try some of the 'rip off' tactics employed by some other firms I won't name on this thread.
As a company local to Marple and Romiley I've known this local taxi firm support many local events - a few years ago they even ran some local pensioners to an event I was organising free of charge when they learnt of their struggle to attend. I've even seen their drivers stop to help someone who had a flat tyre! This I believe is because they have a good vetting process for drivers - they employ good local honest people.
This local taxi firm gets 10/10 from us.
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Personally,
I am a little dismayed at the original post by CTCREP. I don't dispute the validity of his complaint. A late taxi,a surly receptionist and 6 months procrastination are not fun, but nobody died. I have no experience of this taxi company. However local businesses are the lifeblood of a local community and sometimes they will get things wrong and when they do, somebody gets let down. When this happens we should not use this Community Website to besmirch them, especially when we post their name and hide our own in anonymity, giving them no redress whatsoever.
I don't make the rules on this site but IMHO, posts that have these characteristics should not be entertained. We are a community website not the Daily Mail.
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I still say 6 months to achieve something that could be dealt with by an apology and immediate refund is just not good enough, and if you have similar problems with any taxi firm then bring it to the attention of the Licensing Authority.
I am pleased to read that some have had good results, but as for anonymity, how do we know that those posting such comments aren't associated with the company?
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Well we are not associated with the company, but have used them many times since they began, and have been very satisfied with their service. Obviously something went wrong this time, but it must be a one off!
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I still say 6 months to achieve something that could be dealt with by an apology and immediate refund is just not good enough, and if you have similar problems with any taxi firm then bring it to the attention of the Licensing Authority.
I am pleased to read that some have had good results, but as for anonymity, how do we know that those posting such comments aren't associated with the company?
Why should we be associated with the company .we are satisfield with the service of this local taxi firm .and how do we now your not working for a rival taxi firm .trying to descredit this local taxi firm because they are good .
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Never had a problem with local taxi firm. Had my phone nicked by a different taxi company once, while I popped in the house to get the money he asked to take my phone as a "deposit" to ensure that I came back out with the money. Silly of me to play along with that you might say! Anyway, he decided to drive off with it! Police (eventually) sorted that one out, although I received it back with a battered old SIM card (that wasn't mine) in it. Dodgy as you like. Won't name the company for fear of dismaying forum users.
In a completely different subject, anybody heard about that .............................................? A terrible business.
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Never had a problem with that local taxi firm. Had my phone nicked by a different taxi company once, while I popped in the house to get the money he asked to take my phone as a "deposit" to ensure that I came back out with the money. Silly of me to play along with that you might say! Anyway, he decided to drive off with it! Police (eventually) sorted that one out, although I received it back with a battered old SIM card (that wasn't mine) in it. Dodgy as you like. Won't name the company for fear of dismaying forum users.
In a completely different subject, anybody heard about that .............................................? A terrible business.
Agree with you about the .................... .
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Why should we be associated with the company .we are satisfield with the service of this local taxi firm .and how do we now your not working for a rival taxi firm .trying to descredit this local taxi firm because they are good .
The same could be said about you when in an old taxis topic you said this " Dont use them prefer......................... "
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I don't think this website should be used for the purpose of blackening the names of local businesses who can't fight back, about a one off situation and under the cloak of anonymity. If you are going to be malicious to a specific named business CTCREP, at least post your name and address.
Personally,
I am a little dismayed at the original post by CTCREP. I don't dispute the validity of his complaint. A late taxi,a surly receptionist and 6 months procrastination are not fun, but nobody died. I have no experience of this taxi company. However local businesses are the lifeblood of a local community and sometimes they will get things wrong and when they do, somebody gets let down. When this happens we should not use this Community Website to besmirch them, especially when we post their name and hide our own in anonymity, giving them no redress whatsoever.
I don't make the rules on this site but IMHO, posts that have these characteristics should not be entertained. We are a community website not the Daily Mail.
I agree totally with @simonesaffron and @Hoffnung and I've said enough times what the rules are on this forum. Anonymous attacks on local businesses are not acceptable here. I've just returned from a long weekend in Edale, where there is very limited mobile phone reception / wifi available and have only just had the opportunity to review this thread. On doing so I've decided to remove all references to specific taxi firms and I think I've managed that.
Please do not repeat these accusations here.
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Fair enough but no unsolicited anonymous praise for local businesses either as the same arguments apply equally. Personally I think this is a pity but there you are but if we all want to pretend all is well with our local offering so be it. Let's not forget this is how mystery customers (of which I am one) operate.
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This is the published guidance: This forum is not provided so that you can anonymously criticise a local business. If you have an issue with a local shop or business then you should take it up with them directly. If you wish to post a negative review on-line then try Trip Advisor. If you post negative comments anonymously it is almost certain that they will be removed. If you include your full name, postal address, phone number and email address so that the target of the comments can contact you about them then they may be left but in all cases this will be at the discretion of the board moderators.
Anonymous praise doesn't cause the same issues and is therefore at the discreation of moderators (Howard and me) as to what is allowed and what is not.
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This is the published guidance: This forum is not provided so that you can anonymously criticise a local business. If you have an issue with a local shop or business then you should take it up with them directly. If you wish to post a negative review on-line then try Trip Advisor. If you post negative comments anonymously it is almost certain that they will be removed. If you include your full name, postal address, phone number and email address so that the target of the comments can contact you about them then they may be left but in all cases this will be at the discretion of the board moderators.
Anonymous praise doesn't cause the same issues and is therefore at the discreation of moderators (Howard and me) as to what is allowed and what is not.
I could understand this stance when looking at a thread that is just a stream of criticism, with no balance, but threads like this are exactly what you want on a DISCUSSION board such as this - one person has had a bad experience with a particular company, whilst others have had a good experience, the reader can then make up their own mind.
But then in general your moderation of the board does often miss the point of an internet discussion board (see ad nauseam the petty removal of comments that are even vaguely "off topic").
You do a brilliant job and provide a brilliant resource, and at the end of the day it's your board so your rules, I just feel your moderation style detracts from that sometimes.
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Disagree with most of your observations Marpleexile.
Admin is absolutely spot on with this. If you have a query with a local business then take it up with them yourself. One negative post can do irreparable damage to a business that ten positive ones can't overcome.
As has been pointed out this is a 'community' website not the nastiness that is Trip Advisor. If you want to vent your spleen, there are plenty of sites that cater for that. If such anonymous, dubious vengeance is not moderated, then what next? Nasty postings about our next door neighbours? The man in the pub that we don't like? Our Mother in law.
If you want anonymity, then I say it works both ways, if you can't declare yourself then don't declare others.
Keep moderating Admin, exactly the way you do.
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Disagree with most of your observations Marpleexile.
Admin is absolutely spot on with this. If you have a query with a local business then take it up with them yourself. One negative post can do irreparable damage to a business that ten positive ones can't overcome.
As has been pointed out this is a 'community' website not the nastiness that is Trip Advisor. If you want to vent your spleen, there are plenty of sites that cater for that. If such anonymous, dubious vengeance is not moderated, then what next? Nasty postings about our next door neighbours? The man in the pub that we don't like? Our Mother in law.
If you want anonymity, then I say it works both ways, if you can't declare yourself then don't declare others.
Keep moderating Admin, exactly the way you do.
I think you've missed the point of what I said. I'm not suggesting that this board should be a tripadvisor style place of nastiness, but Admin's stance does mean that no negative comments can ever be made, and that poor experiences can't ever be discussed. Not much "community spirit" in not being able to warn people of the downside of X, Y or Z.
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Please save me from assertions that start with the clichéd...'I think you've missed the point.'
I'm sure that I haven't, but let's not labour it eh. I've made mine and I think its clear.
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Please save me from assertions that start with the clichéd...'I think you've missed the point.'
I'm sure that I haven't, but let's not labour it eh. I've made mine and I think its clear.
Ah, so you didn't misunderstand, you just completely ignored it to argue against something I didn't say - you're not a budding politician by any chance?
Where did I mention tripadvisor style nastieness and spleen venting?
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This is the published guidance: This forum is not provided so that you can anonymously criticise a local business. If you have an issue with a local shop or business then you should take it up with them directly. If you wish to post a negative review on-line then try Trip Advisor. If you post negative comments anonymously it is almost certain that they will be removed. If you include your full name, postal address, phone number and email address so that the target of the comments can contact you about them then they may be left but in all cases this will be at the discretion of the board moderators.
Anonymous praise doesn't cause the same issues and is therefore at the discreation of moderators (Howard and me) as to what is allowed and what is not.
Where is this guidance published? I can't find it. I'm particularly interested in the definition of 'local business'.
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Where is this guidance published? I can't find it. I'm particularly interested in the definition of 'local business'.
It was first published using those exact words in 2014, see the link below, but it's the basic guidance that I have always given since the forum was started in 1998:
http://www.marple-uk.com/smf/index.php?topic=5949.0 (http://www.marple-uk.com/smf/index.php?topic=5949.0)
It was also added to the registration agreement at the same time. I can't remember the particular thread that caused me to do this at the time but I recall feeling the need to try and clarify the policy. It was probably one of the times I've been threatened with legal action or worse because of someone's anonymous comments.
The introductions to the the Reviews and Recommendations section also explain that negative posts will be removed and have done so for many years.
I haven't written a definition of what a local business is - I don't see it as being that complicated - but I'm primarily concerned about criticism of independent local business. I'm also concerned about the reputation of the web site itself too, that I know the owners of many local businesses well, and I don't see why I should be forced to defend comments that are made on here anonymously. I'm not so concerned about nationals or multinationals but in the end it comes down to the judgement of Howard and me as to what we moderate and what may technically seem to break the rules but is allowed to get through - or we may miss of course. Judgements on my part are made based on 18 years of trying to strike a balance that I think is right - you may not agree with what we do, you may think it's inconsistently applied, and that's fine.
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Where is this guidance published? I can't find it. I'm particularly interested in the definition of 'local business'.
Dear oh Dear Harry.
LOCAL ? BUSINESS ? Doh !